From left: Deirdre Varona, Director, Environmental Service and Linen; Hoda Farghaly, Patient Ambassador, Environmental Service; Regina Censullo, MBA, Consultant, Labor Management Project; Caryn A. Schwab; Judy Trilivas, RN, MA, Vice President, Operations; Kyeong-Hwa Kim, RN, Clinical Nurse Manager; Claudine Brown, RN, Clinical Nurse Manager; and Kara Gelb, Consultant
Mount Sinai Queens was recently named a 2015 Success Story Award® winner—one of only 15 recipients nationwide—by Press Ganey Associates, Inc., for measurably improving the patient experience. The award recognized sustained improvements over the last three years in several areas, including nursing communications, responsiveness, cleanliness, and pain management. Caryn A. Schwab, Executive Director, Mount Sinai Queens, attributes this success to the “Mount Sinai Queens Way”—a culture of caring that emphasizes listening to patients and colleagues, acting on patient feedback, and always making patient care the top priority—that was developed from surveys asking staff to describe Mount Sinai Queens. Responses such as, “kind-hearted” and “team players” became the foundation of the “Mount Sinai Queens Way.”