Catholic Health

Implementing a Patient Experience Program

About Catholic Health’s program

Catholic Health’s patient experience program focuses on the organizations’ key values – integrity, compassion, accountability, respect and excellence. They call them the “Golden Keys to ICARE Behavior.”

Continuous education, direct observation of patient-staff interactions, data reporting and analysis, and sharing and celebration of success stories have since become routine parts of their ongoing efforts to sustain improvements and elevate the patient experience.

Data indicate significant positive change in patient satisfaction from 2018 to 2020, reinforcing Catholic Health’s long-term commitment to the program, which has become a philosophy and natural part of their daily operation.

About the award

The Pinnacle Award for Quality and Patient Safety recognizes initiatives that improve the quality of healthcare delivery in New York.