Celebrating Patient Experience Week: Events Honor a Commitment to Care

May 29, 2019 | Community, Your Voice Counts

The Mount Sinai Hospital STAR Awards

Patient Experience Week at the Mount Sinai Health System, celebrated from April 22 to April 26, was an opportunity to honor employees for their commitment to patient care. Each site developed an agenda of activities, which included traditional town halls and award ceremonies, but also flash mobs and an “Empathy Olympics” to help staff understand the challenges faced by patients with impaired abilities.

“During this week, we were pleased to recognize the hard work and dedication of our employees,” says Erica Rubinstein, LCSW, CPXP, Vice President, Patient Experience, Mount Sinai Health System. “We are also deeply grateful to the Joseph F. Cullman, Jr. Institute for Patient Experience for their ongoing support of the work we are doing to continuously improve the employee and patient experience.”

Mount Sinai Brooklyn

Mount Sinai St. Luke’s

Mount Sinai West

New York Eye and Ear Infirmary of Mount Sinai

Mount Sinai Queens

Mount Sinai Beth Israel

David L. Reich, MD, President and Chief Operating Officer, The Mount Sinai Hospital, far left, with hospital leaders and STAR award winners.

Mount Sinai West: The administrative leadership team of Ambulatory Services.

Mount Sinai Queens: Jill Goldstein, MS, RN, left, Vice President, Nursing, and Claudine Brown, RN, Clinical Nurse Manager.

Mount Sinai St. Luke’s: Sonny E. Raimundi, left, and Augustus A. Lawrence, Security Officers.

Mount Sinai Brooklyn: From left: Linda Valentino, MSN, RN, Vice President, Patient Care Services; Heather Brener, PharmD, Assistant Director, Pharmacy; Margreth Baldonado, RN; Ann O’Neill, RN, Director, and Robert Lynch, RN, Assistant Manager, Patient Care Services, Emergency Medicine; Valerie Merrell, RN; and Lucy Cannizzaro, PharmD, Director, Pharmacy.

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Serving Callers With Sensitivity and a Smile

Updated on Jun 30, 2022 | Diversity and Inclusion, Your Voice Counts

Because of breakthroughs in treatment, HIV is often considered a chronic disease rather than a life-threatening one. However, the physical and emotional needs of HIV-positive patients can still require a special sensitivity.

According to her colleagues, Shontell Duncan, Patient Business Representative in the Call Center of the Institute of Advanced Medicine serving Mount Sinai West and Mount Sinai St. Luke’s, more than meets those needs. In fact, Mount Sinai West recently recognized her as an “Ambassador in Our Midst” for her outstanding service.

According to her longtime manager, Rachel Leyba, Shontell has made tremendous growth in patient care and teamwork: “She shares her smile, enthusiasm, and respect for her work and the patients we serve every chance she gets.”

Shontell says, “Working in the Call Center is demanding. I am attuned to the urgency in patients’ voices when they are in distress, and know when I should reach out to the professionals at the Call Center rather than take a message.”

Jeffrey Fishberger, MD, a psychiatrist at the Call Center, says, “Shontell is someone who staff and patients can rely on.”

Judy Lee Moy, DMD, echoes these sentiments. “She understands both the patient’s situation and my needs as a dentist. And she deserves big kudos for her patience.”

Shontell Duncan

 

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A Patient Wins a Hospital’s Heart

Updated on Jun 30, 2022 | Your Voice Counts

 

Patient Stephanie Carballal, center, with staff at Mount Sinai West.

Stephanie Carballal, 33, was brought to the Mount Sinai West Emergency Department by her mother, who could no longer manage her care.

Stephanie has Moyamoya, a rare disease in which blood flow to the brain is reduced, sometimes causing stroke or aneurysms. Because of the disease, Stephanie is cognitively impaired and uses a wheelchair due to weakness on one side of her body. Her visit to the Emergency Department led to an inpatient stay on 9B as a team tried to find her a home.

Social workers Rachel Schwartz and Eliza Ginsberg say that Stephanie won the hearts of staff throughout the hospital. She flourished with attentive care from nurses; physicians; rehabilitation therapists; chaplains; housekeeping, dietary workers; case managers; and many more.

“Stephanie clearly felt that she belonged and was cared for,” says Rachel. Adds Claudette Barry-Gordon, nurse manager, “We celebrated her birthday and named her my assistant manager.”

Behind the scenes, Rachel and Eliza worked tirelessly on Stephanie’s behalf until they secured a court-appointed guardian and found an appropriate small group home that would accept her.

The team threw Stephanie a party and presented her with a scrapbook of memories from her stay. Although she is missed, everyone is thrilled for her.

“Stephanie touched us all emotionally,” says Eliza. “We are so happy she will get the love she deserves.”

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“Amazing” Heart Patient Is Grateful for Her Mount Sinai Family

Updated on Jun 30, 2022 | Your Voice Counts

 


Grace Dolinger has survived three heart attacks and undergone triple-bypass surgery; thus the nickname “Amazing Grace,” conferred upon her by her husband, Jim Dolinger. But Grace prefers crediting her team at Mount Sinai Heart, who helped her transition from taking medication to prevent heart failure, to receiving a left ventricular assist device (LVAD)—which helps her heart keep beating—to securing a spot on the heart transplant list.

Grace says that Sean Pinney, MD, who diagnosed her heart ailment in 2006, and Annapoorna S. Kini, MD, “saved my life.”

And she praises the skill and compassion of the entire team, especially Noah Moss, MD; Anelechi Anyanwu, MD; Julie Roldan, RN, Bridget Nattini, RN; LVAD Coordinators Aishe Cuca, RN, and Kimberly Ashley, FNP-BC; Chaplain Rocky Walker; her social workers; the team who monitors her at home; and the LVAD support group.

“The entire LVAD program is exceptional,” Grace says. “Everyone—including the nurses, patient care associates, therapists, even the housekeepers—is always happy, always smiling.” Jim is equally enthusiastic: “Our Mount Sinai family instilled confidence, strength and good health for Grace, for which we will be eternally grateful.”

Patient Grace Dolinger with members of her team at Mount Sinai Heart, from left, Noah Moss, MD; Sean Pinney, MD; Aishe Cuca, RN; and Julie Roldan, RN.

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Mount Sinai Celebrates Patient Experience Week

Updated on Jun 30, 2022 | Your Voice Counts

The Mount Sinai Health System is proud to celebrate Patient Experience Week, an annual, week-long celebration honoring health care staff who impact the patient experience every day.

From Monday, April 22, through Friday, April 26, faculty and staff are welcome to attend special events throughout the Health System in recognition of their hard work and dedication.

Click below for activities at your Health System location.

The Mount Sinai Hospital

Patient Experience Fair

Visit tables for information, tips on compassionate care, treats from Hospital leadership, a photo booth, and giveaways.

Monday, April 22
11 am – 2 pm
Guggenheim Pavilion

Presentation on Patient Safety

Wednesday, April 24
11 am
Goldwurm Auditorium

MSH Updates and STAR Award Ceremony

Tuesday, April 23
8:30 – 9:30 pm
Hatch Auditorium

Thursday, April 25
9 – 10 am
Goldwurm Auditorium

Mount Sinai Queens

Fun and Information

Tell your stories about patient care and learn about programs including STAR, Weekend Update Trivia, and Heads Up.

Tuesday, April 23
11:30 am – 1:30 pm
Pavilion Lobby

Wednesday, April 24
9:30 – 11 pm
Pavilion Lobby

Thursday, April 25
11:30 am – 1:30 pm
Pavilion Lobby

Mount Sinai Downtown

Wow Moment Wednesday

Tell us your patient experience “hero” stories.

Wednesday, April 24
10 am – Noon
Mount Sinai-Union Square Atrium

Wednesday, April 24
2 – 4 pm
The Blavatnik Family-Chelsea Medical Center

Wednesday, April 24
10 am – Noon
2 – 4 pm
Mount Sinai Beth Israel
Petrie Linsky Lobby

Fantastic Friday

Share your story about a great patient experience.

Friday, April 26
9:30 – 11:30 am
Mount Sinai-Union Square Atrium

Friday, April 26
3 – 5 pm
The Blavatnik Family-Chelsea Medical Center

Friday, April 26
10:30 am – 1 pm
Mount Sinai Beth Israel
Petrie Linsky Lobby

Mount Sinai Brooklyn

Epic Roll Out

Get giveaways and information.

Monday, April 22
11:30 am – 2 pm
Main Lobby


Ice Cream Rounds

Monday, April 22
3:30 pm – 10 pm
Inpatient Units

Unit Flash Mob and Celebrate Values

Tuesday, April 23
All Day
Inpatient Units

MD and RN Lunch

Discuss ways to improve communication between physicians and nurses.

Wednesday, April 24
Noon – 1:30 pm
Executive Office

Open Forum

Share stories with the Patient Experience of Care Department Council.

Thursday, April 25
4 – 5 pm
Conference Room A

iCare Program

Friday, April 26
11:30 am – 3:30 pm
North Hall, First Floor

Mount Sinai St. Luke's

I Am the Patient Experience

Stop by informational tables.

Monday, April 22
11:30 am – 3 pm
Babcock Lobby

Milestone Awards

Tuesday, April 23
2 – 3 pm
Muhlenburg Auditorum
Fourth Floor

Maintaining Resilience

Take part in a discussion of self care.

Wednesday, April 24
3 – 4 pm
Executive Conference Room
Chapel Lobby

Patient Experience 101

Attend a lunch and learn on using data to support patient care.

Thursday, April 25
Noon – 1:30 pm
Muhlenberg Room 410

Mount Sinai West

Patient Experience Town Hall

Share patient stories and positive patient comments. 

Tuesday, April 23 
11 am – Noon 
Conference Room 2B

Empathy Olympics and Transport Experience

Staff can learn the perspective of patients with impaired vision, hearing, and mobility, and experience travel via stretcher and wheelchair.

Thursday, April 25
10:30 am – 12:30 pm
Conference Room 2B

New York Eye and Ear Infirmary of Mount Sinai

 Honoring NYEE Teams

The winner of the Patient Experience Improvement Award  be announced.

Wednesday, April 24


Caring for Caregivers

Experience the Chi Cart in your work area or at a Pop-Up Cart.

Thursday, April 25
Noon – 1:30 pm
Third Floor
Conference Room

Celebrating your NYEE Co-Workers

Celebrate the first Daisy Awards at NYEE by sharing stories of excellent care with Your Voice Counts 

Friday, April 25

Unique Partnership Creates a Sense of Peace and Calm

Updated on Jun 30, 2022 | MSBI, Your Voice Counts

From left: Carlton McCollough, PCA; Liz Metz, RN; Kimberly Harris, PCA; and Garrison Resnick, Director of Security, 8 Bernstein, Mount Sinai Beth Israel

A unique partnership has evolved at the Inpatient Psychiatric Unit at Mount Sinai Beth Israel, 8 Bernstein, leading to a sense of peace for both patients and staff.

In a program approved by senior leadership, Nursing and Security have been working closely together since 2017.

“Security knows merely by a glance when their assistance is needed,” says Liz Metz, RN, Nurse Manager. “Importantly, they understand the most effective kinds of communications to calm agitated patients.”

The embedding has been so close that three of the security staff assigned to 8B have decided to become Patient Care Associates in the Comprehensive Psychiatric Emergency Program at Beth Israel.

Garrison Resnick, Director of Security at Mount Sinai Beth Israel, is not surprised. “Spending so much time on 8B has fueled their desire to be on the front lines of patient health. It’s great for their careers and a boon to the hospital.”

Kimberly Harris is one of the security officers who transitioned to patient care. “People are people,” she says. “Whether I’m in security or patient care, I treat these patients like the wonderful humans they are.”

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