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View the Standards of Professional Behavior



For the past year, the Yale New Haven Health System Patient Experience Council, led by Michael Bennick, MD, has worked with council members, patients and families, staff and physicians from throughout the hospitals and Northeast Medical Group, as well as Yale Medicine and community-based physicians, to define the behaviors that best reflect our values.

The group examined the behavior standards that had been in use in each delivery network: Greenwich Hospital's Seven Standards for Exceptional Service, Bridgeport Hospital's Employee Customer Service Standards, Yale New Haven's Service Excellence Pledge Standards and NEMG's Standards of Excellence. 

Between them, the three hospitals and NEMG had more than 195 behavioral standards, although many described very similar behaviors. The Patient Experience Council consolidated and standardized these behaviors, making sure they aligned with the system values and reflected cultural diversity. The council then surveyed 20,000 employees and 6,500 medical staff members to solicit input and validate the results.

The Patient Experience Council introduced Yale New Haven Health's new single set of standards of professional behavior at the annual Patient Experience Conference Oct.13. "We are proud to share the results of the input of so many people," said Dr. Bennick. "It is time to recommit ourselves because it truly takes a lot of work every day to consistently demonstrate these behaviors 100 percent of the time." 

Employees and members of the medical staff will hear more about training and implementation of the new standards of professional behavior in upcoming newsletters and emails.

View or download the Standards of Professional Behavior (YNHHS intranet only).