The Brooklyn Hospital Center Service Excellence Strategies Impacting Patient Experience October 6, 2010

1. The Brooklyn Hospital CenterService Excellence Strategies Impacting Patient ExperienceOctober 6, 2010

2. Service Excellence Initiative Currently launching our hospital�s Service Excellence vision and strategy to improve patient and employee satisfaction Establish behaviors, practices and expectations for how staff interacts with our patients, our visitors, and one another Involve all staff in reaching Service Excellence goals Get their commitment to Service Excellence

3. Patient Care Services | Mission and Vision The Department of Patient Care Services is dedicated to provide quality, compassionate care to all we serve We are committed to excellence Every patient or family member who has a care experience at The Brooklyn Hospital Center will say their expectations were exceeded

4. Goals for Change Create a culture of �Caring� Teamwork Creativity Leadership Development Professional Growth High Quality Care Excellent Patient Satisfaction

5. Patient Care Services | Mission and Vision The Department of Patient Care Services is dedicated to provide quality, compassionate care to all we serve We are committed to excellence Every patient or family member who has a care experience at The Brooklyn Hospital Center will say their expectations were exceeded

6. 2010 Key Accomplishments Recruitment of key staff�putting the right people in the right jobs Introduction of Dr. Jean Watson as our nurse theorist � �Caring Moments� Perceptions class for all staff Educational expectations for nursing leadership and staff Staff participation in Service Excellence initiatives Patient rounding�consistent with goal setting Hardwire current accomplishments and initiatives Monitor and measure as we move forward Recognize, reward and thank staff Satisfied staff equals satisfied patients

7. Nursing Inpatient Satisfaction Scores