Press Ganey Chief Experience Officer Chrissy Daniels spoke at the symposium about embedding positive affirmation practices into leadership rounding.
Yale New Haven Health’s Patient Experience department hosted the “Power of Connection Symposium” June 5, bringing together healthcare professionals and leaders to celebrate the achievements of frontline staff and explore innovative strategies for improving the patient experience.
Program highlights included patient stories, testimonials, awards, best practices and a keynote presentation by Chrissy Daniels, chief experience officer, Press Ganey. Daniels discussed how to accelerate excellence in patient experience by focusing on positive reinforcement, recognition and engagement of staff.
“If there is one thing I see organizations ignoring to their detriment, it’s the power of positive recognition. It is essential to creating a positive relationship between staff and leaders,” she said, suggesting a feedback ratio of at least 5:1 – five or more positive comments for every negative.
Her recommendations included thanking employees when they have done something right and encouraging them to consider how they can do the same thing every time. When negative feedback is needed, Daniels suggested asking staff members to think about what they did and how they might make it better.
“Telling people what they did wrong is not telling them how to do it right,” she said. “Reflection is a tool that changes behavioral practices.”
After the presentation, Ena Williams, RN, PhD, chief nurse executive, YNHHS, fielded questions and comments from the audience about transparency and communication and access to senior leaders. She complimented staff for their efforts on behalf of patients and each other and urged them to strive for consistency in all interactions.
“We’re not asking you to do more, just asking you to do the great things you already do more consistently,” she said.
Tina Bennett, chief experience officer, YNHHS, said the symposium was designed to celebrate the hard work staff is already doing. “Our patient experience performance is higher than it’s been in several years, according to our patients. We are so proud of our progress and expect to continue climbing,” she said.
Attendees were enthusiastic about the lessons learned.
“Patient experience isn’t a checklist. It’s a culture. It’s choosing compassion, consistency and human connections – every day in every role,” said Aislinn Devoe, RN, nurse clinical outreach coordinator, Specialty Pharmacy, YNHHS. “We are all an important piece of the puzzle. When we work as a team and lean into connection, we can unlock the power to drive exceptional care – every patient, every time.”
Units honored during the symposium were:
Bridgeport Hospital
- MC 3 East: “Best Patient Experience Key Driver Performance” for Responsiveness
- WT7: “Most Improved Key Driver Performance” for Quiet Environment
Greenwich Hospital
- MatA Maternity: “Best Patient Experience Key Driver Performance” for Quiet Environment. The unit was also spotlighted for high survey response rates related to Likelihood of Recommending.
- Medicine B: “Most Improved Key Driver Performance” for Nurse Communication
Lawrence + Memorial Hospital
- 4.4 Maternity: “Best Patient Experience Key Driver Performance” for Nurse Communication
- 6.2 Medicine: “Most Improved Key Driver Performance” for MD Communication
Westerly Hospital
- ICU: “Best Patient Experience Key Driver Performance” for Responsiveness
Yale New Haven Hospital
- Verdi 4 E Ortho-Spine: “Best Patient Experience Key Driver Performance” for MD Communication
- NP11 Oncology: “Most Improved Key Driver Performance” for Responsiveness
Ambulatory
- Cardiac/Vascular Rehab: “Best Patient Experience Key Driver Performance” for Staff Worked Together
- Pain Management: “Most Improved Key Driver Performance” for Staff Worked Together
- Endoscopy (BH, GH, WH, YNHH, Northeast Medical Group) was spotlighted for high survey response rates related to Likelihood of Recommending.
