Food Service team members at The Mount Sinai Hospital, from left: Marthe Kiemde, Tiffany Then, Katherine Lizardo, and Seaan Maldonado
“Every time you smile at someone, it is an action of love, a gift to that person, a beautiful thing.” – Mother Teresa –
With the onset of COVID-19, the world masked up, and our smiles were hidden. In an effort to bring a source of comfort and connection to our patients, families and staff, the Friendly Faces program was developed and implemented in Spring 2020. “Having our faces visible on these enlarged badges allows for patients to more easily connect with their care team, and it also helps staff feel more of a connection with their colleagues”, says Erica Rubinstein, VP of Service Excellence and Patient Experience for MSHS.
Thandiwe Kangwa, a member of the Mount Sinai Beth Israel Patient Experience team, embarked on the mission of bringing Friendly Faces to MSBI and New York Eye and Ear Infirmary of Mount Sinai. With technical guidance from Drew Copeland, RPSGT, CCSH, and Zachary Roberts, RPSGT, and operational support from Nancy Paljevic, Administrative Assistant, Thandiwe worked with a team of volunteers to create and distribute the badges to MSBI staff.
The enlarged badges mean that the faces of employees are now visible to patients.
One volunteer is Marissa Albanese, a patient with multiple sclerosis who assists on nights and weekends. Thandiwe asked Marissa why the project was so important to her, and then told Marissa’s story in a video with the help of per diem photographer Raymond Liang.
“It means the world” to a patient to see the kind faces of caregivers, Marissa says. “It just makes me feel better.”
Thandiwe’s efforts are appreciated by everyone at MSBI, says Jeremy Boal, MD, President of Mount Sinai Beth Israel and Mount Sinai Downtown. “Thandiwe and her team created something so meaningful that benefits our entire community,” he says. “We are thrilled to bring this resource to our staff and create opportunities for increased connection.”
This program continues to be supported by The Joseph F. Cullman Jr. Institute for Patient Experience and led by Emily Jweid, Manager of The Cullman Institute.