Think Hospitality. Think Healthcare. Getting students ready with our Hospitality in Healthcare Internship at Northwell Health
Healthcare may not be the first thing that comes to mind for hospitality majors; however, patient care extends well beyond just providing clinical care. At Northwell, it’s about a patient’s all-around wellbeing that is necessary for their recovery. Sven Gierlinger, Chief Experience Officer and Senior Vice President of the Office of Patient & Customer Experience (OPCE), joined Northwell Health in 2014 from the hospitality industry to transform and innovate the patient experience at Northwell. As part of this mission, he introduced the Hospitality in Healthcare Internship in 2017.
The Hospitality in Healthcare internship is an eight-week, paid program geared toward college juniors and seniors who are passionate about making a difference. It allows students to expand their knowledge of hospitality and apply it in a different way that has more of a meaningful impact. During the program, students partner with mentors who are patient experience leaders at Northwell and shadow hospital-based services such as: patient- and family-centered care, environmental services, food and nutrition, concierge, chaplaincy, marketing, IT, and security.
Upon the close of the program, each intern completes a project assignment, challenging them to focus on one specific patient-centered care opportunity at Northwell. They are tasked with creating a proposal for implementing performance improvement tactics to hospital leadership. These projects help the students think strategically within a large organization, while enhancing their communication, presentation, and project management skills.
“The Hospitality in Healthcare internship is proof that you don’t have to be clinical to make a difference and our interns experience that firsthand,” says Leah Petrosino, Associate Patient and Customer Experience Specialist. “This opportunity allows interns to explore different areas of healthcare, exposing them to various projects and services that enhance the patient experience. The impact this has on the intern, our patients, patients’ families, and our colleagues lasts far beyond the program because it truly proves that every role, every person, and every moment matters at Northwell.”
How North Shore University Hospital is delivering culinary excellence with new In-Room Dining Program
When you think of a fine dining experience, we know hospitals aren’t typically the first location to pop in your head. But thanks to the new In-Room Dining Program at North Shore University Hospital (NSUH), they might soon be.
For the launch of the new program, NSUH’s culinary team worked hard to create a menu full of delicious and healthy options in collaboration with their registered dietitians. From fresh bakery bread with eggplant bacon in the morning to linguine al fresco at dinnertime, all the meals were crafted to maximize nutrition without sacrificing taste. Registered dietitians are also available to help patients design a meal plan to help them on their healing journey.
By providing patients with a choice between nutritional, natural and home-made meals, the new services are just one part of Northwell Health’s mission to change the way patients think about hospital food. We believe that food is medicine and as an important part of the healing process menu options must be customized for clinical needs while being lovingly prepared by talented chefs with local and natural ingredients.
“I am proud to be part of an organization that puts the patient first and gives innovative opportunities to its team members,” says Michael Kiley, director of dining services at North Shore University Hospital (NSUH). “The days of the stereotypical ‘hospital food’ are over! Our In-Room Dining Program is set up to provide the best dining experience for our patients by serving delicious wholesome cooked to order with restaurant style menu choices. And all are developed by our creative culinary team of chefs and cooks and, overseen by our caring clinical registered dietitians, ordered through our well trained diet technicians, and delivered by professional positive dining associates.”
And nutritional food doesn’t just help our patients heal, it changes the way they feel. “The In-Room Dining program is where patients forget that they are in a hospital and feel they are in a five star hotel,” says Vanessa Barone, diet technician at NSUH.
Helping to deliver that extra attention and care to the patients has only benefited the relationship between our nutrition team and the patients. “It feels good being a dining associate,” says Eloheim Miller. “It makes me feel happy to make the patients happy. They love this service!” It’s an exciting time to join Northwell’s culinary and nutritional teams as even more innovative practices are being implemented across the system.
“Enhancing the patient experience is at the forefront of what we do every day,” says Sean Butler, assistant director of dining services at NSUH. “Giving patients the choice of what to eat and when to eat it helps them gain a sense of control that is usually lost during a hospital stay. Our goal is to make mealtime their favorite part of their stay here!”
More than an acronym: Northwell Health’s Culture of C.A.R.E Lived by Joseph Aigbojie Every Day
For Joseph Aigbojie, a practice admin manager, the Northwell Health Culture of C.A.R.E stands for more than connectedness, awareness, respect, and empathy for the patients and communities we serve. It began 8 years ago when he first joined Northwell Health and ever since, he’s been applying it to his day-to-day interactions with patients and co-workers each day.
A New Beginning at Northwell
Joseph started his journey with Northwell Health at Cohen Children’s Medical Center (CCMC) as an environmental services supervisor. Since that time, he’s been promoted twice: first to assistant director of Environmental Services at CCMC, and second to practice administrative manager for the division of Pediatrics Cardiology & CT Surgery, which followed his completion of a graduate program in Public and Health Care Administration.
“What I love most about being a Northwell employee is the feeling that the organization is willing to invest in me and further develop me.” One example is Joseph’s participation in Northwell’s High Potential Program, which is focused on career development. “I participated in a number of growth opportunity programs that have allowed me to broaden my horizons as a professional.”
The Culture of C.A.R.E in the Workplace
To Joseph, the Culture of C.A.R.E means, “displaying a genuine concern for the team members that you work with and patients you care for. It means going above and beyond for a patient or their family, or for a need that they might have, and responding to it. It means noticing when a coworker needs you to lift them up because you sense that they aren’t in the best of spirits.”
And Joseph has always made that effort to help patients feel that Culture of C.A.R.E. One example from his days in Environmental Services always stands out to him, “I was doing routine rounds on the unit and I met with a parent of a patient. When I asked her how her stay was, she stated that she felt like she was being treated differently.” Joseph discovered that the patient had previously received Mott’s Apple Juice but hadn’t during this stay. An item as simple as apple juice may seem small, but it made the difference for this child. After checking the patient’s dietary restrictions, Joseph worked with team members to deliver the apple juice to the child for the rest of their stay, along with additional snack selections to provide any comfort he could.
C.A.R.E for our Patients and Each Other
As much of Joseph lives the Culture of C.A.R.E for his patients, he sees it among his Northwell team as well. In August of 2014, when Joseph’s father passed away from Alzheimer’s, he only informed his director of his passing and no one else. Yet, on the day of his father’s funeral, he was at the door of the church greeting guests and in walked his coworkers from CCMC. “It was the first time that I was overwhelmed and brought to tears during my father’s passing. That day was when Northwell and CCMC became more than just a workplace to me. … I will never forget them being there for me during that time in my life.”
What Makes us Human Makes us Made for This: How Northwell Health is helping battle burnout with the Schwartz Rounds Program
The discussion of burnout is a hot topic in today’s career landscape and this is especially true in healthcare. Operating in a high-stress and emotional work environment, healthcare professionals give so much to patients. At the same time, patients need professionals who deliver high-quality, personalized experiences from the staff that treats them. At Northwell Health, this is what our Culture of Care is built upon. We spoke with Pam Klatman, Director of Social Work, Cohen Childrens Medical Center about what our Patient Experience Team is doing to find the balance between great patient care and avoiding caregiver burnout.
As Caregivers in a large hospital system, our Culture of Care speaks to the way we provide care and go above and beyond for our patients and their families. We are taught to ‘find the yes’ and always use ‘LAST’ and ‘CONNECT’” says Pam, “This is easy when we have patients and families who are willing to allow us in but many times we have families and patients, especially in hospitals, that are angry, upset or frustrated.”
Patients and their families come to us in their most vulnerable state and often that evokes all kinds of feelings for those who treat them. Those emotions can have a serious effect on a health care professional’s mental wellbeing as well as their quality of work which is why our patient experience team is focused on the mental wellbeing, burnout, and resilience of every one of our valued employees. So what are we doing about it? Enter The Schwartz Rounds.
“Schwartz Rounds provides a confidential space for all caregivers to talk about the way a patient and their family made the caregiver feel or how a particular situation made them feel,” explains Pam, “It is important that when we have these feelings we process them and work through them so that we are able to handle the next obstacle that comes our way.”
This system-wide program gives our employees a regularly scheduled time during their fast-paced work lives to openly and honestly discuss these issues, to feel supported, and to properly process. Through this sharing, caregivers are better able to make personal connections with patients and colleagues when they have greater insight into their own responses and feelings. It’s a place to be themselves and to take care of their own emotional needs so they can go and continue to deliver excellent care to our patients.
And Pam knows that the effect of the Schwartz Rounds program doesn’t end there, “by showing compassion to our colleagues and supporting one another we take care of each other and in turn, take care of ourselves. It is a way to ‘recharge our batteries’ and feel more equipped to handle the challenges of the coming days.”
At Northwell Health, we believe that when we can share our experiences with each other and thus become better caregivers, coworkers, and people. What makes us human, is what makes us Made for this.
At Northwell Health, we know how important the holidays are for our patients. We take pride in being able to help our patients, their families, and our employees celebrate all season long across the health system! By delivering holiday cheer, our team members help patients and employees alike get into the spirit of the season.
“The holiday events that we host here at Cohen Children’s Medical Center bring such joy to the children at our hospital,” says Danielle Young, special events and donations coordinator of the Child Life and Creative Arts Therapy Program at CCMC, “These are just a few small ways that we can put a smile on the faces of the patients and brighten their day.”
And it’s not just children who get excited to celebrate! “Creating a holiday light show not only impacts the patients we care for, but also impacts the staff caring for this special population,” says Melissa Anne D’Agostino BSN, RN, Child and Adolescent nurse manager at South Oaks Hospital, “It brought tears to our eyes when an adult patient told us she was so happy to see the light show as she was recently admitted and away from her child for the holiday. Another little boy was using the fake snow to make snow angels and walked around with the snow on his face, telling staff he was Santa. It was an amazing event for all!”
Check out a quick recap and pictures from just some of the amazing events Northwell hosted this holiday season!
Cohen Children’s Medical Center
Macy’s Santa Visit with AFLAC – December 5th
Macy’s Santa comes with AFLAC and visits with the children, delivering the gift of AFLAC toy ducks.
North Shore High School Holiday Performance – December 21st North Shore High School comes and does holiday songs in the atrium for patients and families.
Violin performance – December 6th
A group violin performance in the atrium for patients and families.
SISCO Santa Event – December 14th
CCCM turns an office into the North Pole and kids can skype with Santa to let them know what they want for Christmas. Santa also has gifts for each room.
South Oaks Hospital
Holiday Campus Tree Lighting – December 3rd Holiday campus tree lighting for employees and their families.
Winter Wonderland Light Show – December 19th The courtyard is decorated with lights and blow up decorations for the holidays. Holiday music is played and there is even a snow machine (that both the kids and adults love!) to create snow while patients are served hot cocoa and cookies.
Lenox Hill Hospital
Annual Employee Children’s Holiday Party – December 14th Lenox Hill employess are invited to bring their children to this festive event, which features face painting, kiddie rides, seasonal treats and decorations and, of course, a chance to meet Santa Claus.
Annual NICU Reunion Holiday Party – December 14th Each holiday season, children who spend time in the neo-natal intensive care unit (NICU) are invited to come back to LHH and to spend time with the doctors and nurses as well as other patients who were here during the time they were.
North Shore University Hospital
Holiday Parade Around 4 Cohen
4 Cohen hosted a Holiday Parade where in collaboration with PT and OT, patients and family paraded around the unit to holiday music
Winter Wonderland Event The NSUH Winter Wonderland is a multi-session, appreciation event for employees and their children led by NSUH Administration, Human Resources and Engineering Department. The Engineering Department uses their incredible talent and skill to transform the entire Rust Auditorium into an amazing winter-themed display, complete with lighted trees, animated figurines, giant inflatables and fake snow for employees and their families to view the display, take their picture with Santa Claus and enjoy traditional winter treats. Additionally, fun entertainers include therapy dogs, Frosty the Snowman and face painters.
College students (including a NSUH volunteer) from local Acappella groups come in and sing to help deliver holiday cheer to the patients.
Visit from the Brotherhood from Temple Beth El For the past 46 years the Brotherhood from Temple Beth El in Great Neck has been coming in to spread cheer at North Shore University Hospital. About 45 members come in and are divided into 3 groups. 2 groups go up on the units and sing for patients, visitors and employees. They are equipped with guitars, bells and tambourines. The other group works with our Rabbi to create 800-1,000 Bikkur Cholim Boxes which are handed out to Jewish patients by volunteers every Friday.
Holiday Gifts from the Auxiliary of North Shore University Hospital The Auxiliary of North Shore University Hospital pays for holiday gifts to be handed out to every patient in house. The gift is a picture frame which is wrapped in ribbon and has a card attached. It is hand delivered by members of our Auxiliary and also other North Shore University Hospital Volunteers.
Portraits of Caring at Northern Westchester Hospital
Welcome to 2019. We’re living in the age of medical marvels and miracles. We’re using robotic tools, GPS technology, and machines that defy gravity to help keep our community healthy. As a Planetree designated hospital, Northern Westchester Hospital is also proud of raising the bar for patient-centered care. Meet five extraordinary staff members who surpass all expectations to bring comfort and relief to our patients and their families.
Dorothy Cafran: Handcrafted with Love
Years ago, when a patient with advanced cancer told Nurse Dorothy Cafran how much she loved autumn, Dorothy got an idea. “I’m a quilter and I have a lot of fabric at home,” she says. So I whipped up a pillowcase for her using fabric with fall leaves on it. It brought her great joy.” It was the first of many pillowcases Dorothy has handcrafted for patients and their families.
As a palliative care nurse, Dorothy sits down with patients and gets to know the people behind the diagnoses—their interests, likes, dislikes, fears. Hearing about their lives often prompts her to create personalized pillowcases for patients and their family members. “Pillowcases are universal,” she says. “It doesn’t matter how old or young, big or small you are—everyone sleeps on a pillow.”
Recently Dorothy met a woman with cardiac disease whose condition was very tenuous. “She was extra-sad, very sick,” she says. “She told me what she feared most was not seeing her granddaughters grow up. Her granddaughters loved to dance.” The next day Dorothy surprised the patient with homemade pillowcases featuring ballerina slippers. “I told her, ‘These are for you to give your granddaughters. You’ll always be with them, and every time they sleep on these pillows, it’s like you’re giving them a hug.’ The woman burst into tears of joy.”
While her thoughtful gestures never fail to raise the spirits of patients and family members, Dorothy insists, “Trust me, I receive far more than I give.”
Tammi Gonzalez: Tea-Cart Tammi
Many patients have trouble sleeping at night in the hospital. So Tammi Gonzalez, also known as Tea-Cart Tammi, a patient care associate on the seventh-floor cardiopulmonary unit, provides nightly “tuck-in rounds” to make patients feel comfortable and relaxed before bed.
“I go around with a little tea cart, and I offer decaf tea and coffee, hot chocolate, graham crackers, and sugar-free cookies.” Other tuck-in options include warm blankets, eye masks, earplugs, hand massages, scented sachets and recordings of soothing sounds. “If we don’t have something they want before bed, I try my hardest to get it because if I were a patient, it would make me feel like somebody really cares. I love the idea of knowing that someone’s there to wish me goodnight.” How have patients reacted? “Some have told me, ‘Wow, this is better than a hotel! I don’t want to leave!’ ” Tammi says with a laugh.
“The best part is the conversation that’s happening,” she says. Sometimes I’ll sit there and talk to patients for hours. “Often they’re alone and don’t have anybody to talk to. So this gives them the opportunity to have that little chat they might need. I ask them about their family, what they did for a living, where they grew up—it reduces the anxiety that can come with a hospital setting.”
Susan Raskin: Relaxation Is Key
Integrative medicine uses therapies that complement conventional care to reduce pain and to comfort patients. “It helps medications work more effectively because it relaxes the person,” says Susan Raskin, a nurse who practices integrative medicine at NWH. “It speeds up the healing process. That is our goal: to manage pain, stress, and anxiety.”
At no charge to patients, Susan offers reflexology, gentle touch massage, reiki, guided imagery, and music therapy. She also treats patients’ family members. “It’s not uncommon for a patient to say, ‘I’m okay but could you work on my wife?’ And we’re happy to do it. Many family members are here 24/7, and they’re getting rundown. The patient relaxes, seeing their loved one getting cared for.”
“I’m the luckiest nurse in the profession that this is what I get to do all day,” Susan says. “I am always in awe. I see patients and families dealing with tremendous stressors, real fears, and concerns. Their courage and grace under pressure never cease to amaze me.”
Angela Watts: “A Home-like Feeling”
Angela Watts, an ICU nurse, created “comfort boxes” to help support patients and families struggling with the last stages of life. The comfort box is a small gift box containing items a family might need at the patient’s bedside, such as hand cream, lip balm, mints, tissues, tea bags, a booklet about the dying process, a small token with a powerful message, and a silk pouch that can be used to keep a lock of their loved one’s hair.
But Angela’s program goes a step further. “We want to create an environment that gives a home-like feeling,” she says. So the patient and family also receive a handmade quilt, a colorful pillow, and a journal to record their thoughts. “The comfort box is not just a tangible item—it’s a mindset,” she continues. “We want that last interaction to be special and home-like.” Once the patient passes, the family is encouraged to take the items home as a remembrance of that last time. “They love it and are very appreciative.”
“I’ve been a critical care nurse for 23 years, and I’m blessed to care for end-of-life-patients,” she says. “Death can be beautiful, and I feel very honored to be there at such a special time. As nurses, we’re fortunate we can share that time and encourage patients and family to look at each other, hold hands, forgive, and say what they need to say.” Nurses can tailor the environment so it’s warmer and more personal. “This program is very close to my heart,” says Angela. “I feel so fortunate that the hospital supports it.”
Giovanna Albanese: Healing Heart Stones
Giovanna Albanese, activity coordinator at the Ambulatory Surgical Center, has always kept two colorful, heart-shaped stones on her desk. During difficult times in her life, she explains, “they’ve provided me comfort in some way.” One day, a woman came in for brain surgery. “She was beautiful, in a wheelchair, in her 20s, very scared, crying,” says Giovanna. “I asked her parents, ‘Do you mind if I give her something special?’ And I handed her one of my stones. The young woman instantly brightened up, and the parents had tears in their eyes.”
At that moment Giovanna realized that her stones could be as special and meaningful to others as they are to her. She started buying more to give away to those who “needed a little something extra during a difficult time,” she says. “I’ve given heart stones to a mother who’d lost her baby, a distraught breast cancer patient, and a trembling 10-year-old boy getting an MRI. She keeps the stones in a velvet pouch, and tells patients, “I call these my healing heart stones. Pick one—don’t look. You’re going to be okay.” Giovanna has been overwhelmed by the response: “A cancer patient who came back for a second surgery told me she put the stone on her nightstand. Another keeps it in her wallet at all times.”
Giovanna has handed out nearly 100 stones over two years. She was recently awarded a $1,600 grant to begin regularly buying them for patients. “I’m so blessed to be in this position,” she says. “Knowing I may touch someone’s life in some small way means the world to me.”
Are you Made for extraordinary patient care? Explore all career opportunities at Northern Westchester Hospital today.
Meet Andrew Gomez! A Northwell Health employee who adds to our Culture of C.A.R.E.
Patient experiences are defined by each moment they spend at Northwell Health. Moments they share with family, friends, doctors, nurses, and staff. Some of our employees make a lasting memory from the first impression – employees like Andrew Gomez, a security officer at Southside Hospital.
Andrew came to Northwell Health over 15 years ago looking to find a fulfilling career. Every day, he protects and serves visitors and workers with great honor and pride at his local hospital. Andrew loves the people and patients he gets to interact with. He finds that “lending a helping hand to someone in need whether it’s a patient, visitor, or worker is extremely rewarding.”
The entire team at Southside Hospital appreciates Andrew as an exemplary member of the Northwell Health family. With his amazing personality and willingness to go the extra mile, he truly lives the Culture of C.A.R.E. in his work. Andrew puts Northwell’s values at the forefront of everything he does, “Northwell Health’s Culture of C.A.R.E. is extremely important to implement when interacting with patients and coworkers. It teaches different methods and tactics to improve your everyday skills and abilities inside a hospital setting.”
Andrew saw this culture on full display after Hurricane Sandy hit Long Island. It was an extremely hard time for Long Islanders but the men and women of Southside Hospital stayed extremely strong and focused as a whole for the community it serves. Andrew was there to witness it, “It was an amazing sight, seeing everyone work together for hours, days and weeks at a time. I can say without a doubt, that it’s a great honor to wake up and work amongst such a strong health care community.”
Andrew understands the important contribution he’s making to patients, families, and employees in his role. “There are small ways to improve a patient’s experience and I’ve found that one only needs to have an open ear and heart to their every need. Though a gesture might be considered small to us, it could mean the world to somebody else.”
Every moment matters: How Nilda Adair is making a difference with patient experience
Connecting to people and making a difference are the cornerstones of why so many people start their healthcare careers. Nilda Adair, Chief Radiation Therapist at Lenox Hill Hospital, strives to ensure her team never forgets the spirit of caring that brought them to the industry.
Nilda’s career in radiation medicine had an unlikely start, after a career in Human Resources, Nilda took time off to raise her children. During this time, she sought out meaningful ways to connect with her community, Nilda began volunteering in radiation oncology at Long Island Jewish Medical Center (LIJMC). It was this experience that shifted everything. “When I started volunteering in radiation oncology, I felt so inspired by the employees – by their passion, their enthusiasm, and their motivation,” Nilda says, “I thought, ‘when I grow up, I want to be like them’ and I knew immediately I wanted to pursue a career in radiation oncology with Northwell.”
Volunteering inspired Nilda to go back to school to become a radiation therapist. She didn’t want to become a radiation therapist just anywhere – her heart was set on a position at LIJMC, “I knew if I’m going to work, Northwell is where I wanted to be.” After starting with per diem work at Northwell as a radiation therapist in 1997, Nilda transitioned to full time after just a few months.
However, her career goals didn’t stop there. Nilda’s passion and commitment to her work helped her move her way up through her years at Northwell, serving as a supervisor before becoming chief in 2013. If the day to day responsibilities didn’t keep her busy enough, she also became the Patient Experience Culture Leader for radiation medicine. In this role, Nilda is responsible for overseeing the local patient experience – leading and effecting change. It is this unrelenting passion for delivering the best care to our patients that reminds Nilda daily why she joined the healthcare industry.
Throughout her rise in Radiation Medicine, Nilda’s love for patient experience never wavered. The role of chief would mean taking a step back from interacting with patients directly, it also provided her with the opportunity to increase quality of care through empowering others. “I realized that by empowering my team, I’m able to help even more patients,” Nilda says, “We’re able to meet our goal of making sure that every patient feels like someone is spending time taking care of them, and that they don’t feel like a piece in a production line.”
Her role as a culture leader was a trajectory that started early on in her career. Over the years, Nilda was given the opportunity to work projects that led to improved patient experience. Embracing these opportunities meant that she was part of the team that help reduce the number of reduce the number of days between consult and treatment for specific disease sites, improved therapist workflow efficiency increasing the amount time team members spend crucial points of care, and to drive performance in our safety culture just to name a few.
Serving as a culture leader has allowed Nilda to expand her own knowledge of what matters to patients, “I’ve learned that a patient’s experience isn’t just impacted by the staff they interact with. It’s important to realize that all senses play a role in, not only, how we are perceived but impacts the overall feeling the patient has when they leave the hospital.” By taking every moment of the experience into consideration, Nilda and her team can deliver the best care experience for patients.
No matter her position, Nilda always remembers that spark that ignited while she was volunteering, “Focusing on patient experience helps us all remember the spirit of why we chose health care in the first place – make a connection, to help people, and to make a difference.”
Are you Made for outstanding patient care? Explore current job opportunities across our healthcare system.
Bringing families together through the power of compassion
Sometimes, the most heartbreaking situations grant the greatest opportunity for us to provide genuine compassionate care. This was the case recently at North Shore University Hospital where care providers across several units and two hospitals worked together to help a father and daughter reunite as a family for one last time.
A fifteen-year-old girl came into the Emergency Department at North Shore with asthma exacerbation. Due to the circumstances that surrounded her condition, she needed to be transferred to Cohen Children’s Medical Center. However, while she was still in the ED, her care providers learned that her father was a patient at that same hospital with a terminal condition.
Not knowing how much time he had left, the patient wanted to be able to visit her father before her transfer. It took teamwork from staff at both hospitals to act quickly in order to make one girl’s wish a reality.
At Northwell Health, being Truly Compassionate is more than just a figure of speech or a slogan on a wall. It is an everyday commitment. The ED Attending, RN staff and leaders at North Shore and an RN from Cohen Children’s work together to escort the girl – with telemetry monitoring and oxygen in place – to her father’s room. There the staff remained with them to maintain her care so the patient could visit her father for two hours.
Nurses proved Northwell’s values with their dedicated care, going above and beyond by remaining well past the end of their shifts to ensure a daughter shared precious time with her father. The hospital teams worked as one to bring their patients comfort and assurance during life’s most difficult times.
It was an emotional scene, and one that reminded care providers why they went into their fields in the first place. “This is an event that will stick with many of us for a long time to come,” said Marissa E. Tang, BSN, RN at North Shore University Hospital, “I personally know I will be remembering and speaking of this event myself.”
Following her time with her father, the patient was transferred to Cohen Children’s to receive the care she needed. The patient and her family showed immense gratitude that thanks to the teamwork and compassion from both staffs, a girl was able to spend time with her father who passed away the next day.
Her nurses consider it a privilege to have been able to contribute to their important final visit. Jessica Jardin, RN, BSN, CEN, and Assistant Nurse Manager at the Department of Emergency Medicine, North Shore University Hospital will never forget that day, “I know this situation resonated with my colleagues and myself, and in such a case there is no way we would have denied these two the opportunity to have such precious little time together. The collaborative team effort worked because we all wanted to see the best possible outcome of a painful situation for our patient and her family.”
Helping patients take the next step: Discover the Clinical Coordination Center
The continuum of care is incredibly broad, and for patients looking to navigate this alone, the process can at times become overwhelming. That’s why at Northwell Health we created the Clinical Coordination Center, which takes patient referrals from our physicians and helps them discover what the next step should be in their path toward better health.
The Clinical Coordination Center consists of experts who are capable of addressing the needs of a patient and coordinating their access to care. They take into account the urgency of patient needs, their location, physician availability, and many other nuanced factors that play into providing the best possible care. Clinical Coordinators work at the center of Northwell, gaining insight into nearly every aspect of the health system. It’s the sort of role that attracts high-level intellectual caregivers, and fosters collaboration. The results of this team have been astounding. Patient satisfaction is through the roof reaching a whopping 95%, and physician satisfaction is at 93%.
The rewarding reception to the work being done at the Clinical Care Center is matched by a rewarding work environment. Clinical Care Coordinators benefit from a bright room, flexible hours, fun activities and, above all, a team of enthusiastic colleagues.
“There are no wrong numbers in this office. If you call us by accident, we’ll never steer you away. We are the yes people. Yes, we can!” – Ronda Gross, Assistant Vice President, Clinical Coordination Center
Northwell Health is excited to offer new opportunities to join this dynamic team in the following roles:
As a Patient Care Coordinator, you will be the eyes and ears of the Clinical Coordination Center. As the first line of defense, you will triage patients to determine the next step in their care and what the patient needs.
To qualify you must have:
Associate’s Degree required, Bachelor’s preferred
A minimum of three years clinical experience. Candidates with experience in careers such as, but not limited to, LPN, Medical Assistant, CNA, PCA, OR & ED Tech are encouraged.
Looking to work beyond the bedside? Join a team where you will have an even greater hands-on approach to patient care. In this role, you will help take patients through their entire care journey from triage to referral to outcome discussions and future follow up visits.
We’re seeking Registered Nurses or Nurse Practitioners with:
BSN and a Master’s Degree (MSN, MPH, MBA, etc.)
Clinical care experience required
Grow your expertise of our world-class health system while guiding patients, physicians, and a multitude of other departments toward a more seamless health journey.
We lead with compassion. When someone is battling a disease like addiction, our first step, our first move, is one of empathy. That’s why we were excited to meet Darryl Strawberry.
Darryl Strawberry has overcome incredible adversities. As a professional baseball player, he’s an eight-time All Star, a four-time World Series Champion, and a two-time Silver Slugger. But during his recent visit to Zucker Hillside Hospital, he made it clear that his greatest challenge came from a foe off the diamond: Addiction.
Strawberry spoke in emotional detail about his personal journey from addiction to recovery. Referencing his new book, “Don’t Give Up on Me,” Strawberry advised his audience that no matter the addiction, there is hope and possibility for anyone in search for a better life.
“We have to step up as a society,” he said, “and I want to thank everyone at this hospital who works to make life better for those who need it. Recovery is possible, but we all have to help. The people who work here in this hospital – just know that this is not a job, it’s a calling. It’s about letting every person who walks through your door know that their lives matter.”
The Department of Psychiatric Rehabilitation at ZHH hosted the event that provided inspiration and empowerment to staff, peers, and clients.
“With the current opioid crisis facing our nation, presentations such as Darryl’s heighten awareness to the growing problem and the effect on our communities,” Chief Nursing Officer Marybeth McManus said. “We are grateful to those in recovery who speak up with such a positive message, and to the health care providers so committed to caring for those on the journey to recovery.”
Looking to take up arms in the battle against addiction? Zucker Hillside Hospital has open RN night positions for inpatient adult units and geropsychiatric units, and a .5 ECT day position. Previous medical experience preferred for the geropsych units and ECT.
Our dedication to employee and patient safety in action
Coming together to serve others, that’s what we do here at Northwell Health. And when it comes to protecting our patients, communities and employees, we do everything in our power to do so. Our Administration and Security teams over at North Shore University Hospital have proven just that.
At the end of 2016, the Security team at NSUH knew that they wanted to implement a few changes to make their campus safer. “At any moment of the day, anyone could come onto our campus and walk right into the hospital. With recent events throughout the United States, we wanted to ensure the safety of our patients, their families, and our employees,” said John Ferrigno, Director of Security. On average, over 900 people per hour were entering the hospital through the Main Lobby and they wanted to be able to monitor who was coming in, and for what reason. Que the idea for an employee entrance, where employees would have to scan their ID’s in order to access the building. Que a visitor check-in process and optical barriers to ensure those visiting were there for the right reasons.
“We didn’t want any former employees to have access to our building and we didn’t want to have anyone who wanted to cause harm to others to be able to walk in.” John Ferrigno, Director of Security
The Security team came together and reached out to employees throughout each unit, department and floor to see if they wanted to become a part of their council. At these meetings, the 50 employees who made up the Employee Security Advisory Council worked together to create a plan – this was their timeline:
October 1, 2016: Locked exterior entrances
November 6, 2016: Officers stationed at Visitor Entrances to encourage employees to display ID badges
November 15, 2016: Developed and met with Employee Security Advisory Council
April 20, 2017: Launched the Employee Entrance
June 22, 2017: Visitor Check In Policy began – optical barriers installed but inactive
July 20, 2017: Optical Barriers activated at Visitor Entrances
“When we reached out to employees to become a part of the council they were extremely eager to join. They continuously brought up great ideas and pushed us to think differently. We realized that this was a big concern of theirs and we loved working with each one of them.” Derek Anderson, Associate Executive Director, Hospital Operations
Throughout this process, NSUH has grown their security team from 67 officers to 90 officers and has partnered with Nassau County Police to ensure they had the best security precautions in place. Hour-long trainings were held by Nassau County’s Chief of Patrols who taught employees how to protect themselves in case of an active shooting. This incredible partnership has allowed NSUH employees to feel safe and ready in case of an emergency.
With this new partnership, the support of senior leadership and the excitement of our employees, we know the new employee entrance is here to stay.
“We don’t budge with the new system – no matter what your role is within the health system, or who you are coming to see, you are following the new rules.” John Ferrigno, Director of Security
At Zucker Hillside Hospital, it doesn’t just take clinical knowledge and skill to do what we do. It takes a special spark, a unique passion for treating patients as the unique and valued individuals they are. We’re profoundly committed to the compassionate care of people suffering from a wide range of behavioral conditions and addictions. We’re also passionate about our leadership role in the field as we pursue new treatments and solutions for helping people through extremely difficult challenges.
“As co-chair for the Evidence-Based Practice and Nursing Research committee at Zucker, I’m focused on initiating practices to improve patient care and satisfaction.”
–Tara Shajan, RN
We’re excited to be able to share our knowledge and best practices with the behavioral health community at the American Psychiatric Nurses Association’s 31st Annual Conference this October in Phoenix, Arizona! We spoke with two of the nurses from Zucker Hillside Hospital who will present their findings at the conference, and here is a sneak peek at their research topics:
DBT is an evidence-based practice therapy created to help the many people suffering from borderline personality or impulse control issues. By uniting cognitive behavioral therapy with Buddhist meditative practices, it combines the best of our advanced knowledge with ancient wisdom. The treatment involves exercises in mindfulness, emotional regulation and distress tolerance and acceptance. Ours is the first inpatient adolescent unit in the country to incorporate this into practice. We’re seeing amazing results in terms of constant observation as well as a decrease in self-injurious and suicidal behavior. So far, we’ve sent eight core staff members from all disciplines for intensive DBT training. We’re continuing to have more staff trained, including nursing staff, so they can gain a greater understanding about the ways DBT can help our patients.
The Importance of Noise Control – Tara Shajan, RN
We weren’t satisfied with our Press Ganey score for patient experience related to noise level. I led an initiative with our RNs and other staff to modify the practices on the unit to control the level of noise on the unit after 11 pm. The change in our mean score since the implementation of the new process has been remarkable – rising from 27 to 72 in just one year. This is a tremendous change. Essentially: Reducing noise level can contribute to improving quiet and therapeutic healing environment and thus enhance patient experience. With these changes, we have completed the goal of bringing up the satisfaction of the patients of the units during the night time. Since the initiative, the staff who would never paid attention to noise change are now aware of it and there is a big culture change . Patients are able to get a good night’s sleep. The improved Press Ganey patient satisfaction score is proof it’s working.
“We found that reducing noise level can improve the therapeutic healing environment and thus enhance patient experience.”
–Tara Shajan, RN
At Zucker Hillside Hospital, we are rejuvenating our nursing research and are committed to encouraging nurses like Trish and Tara to explore untapped possibilities and to discover new and better ways to deliver exceptional patient care. If you’re made for advancing your clinical practice, Zucker Hillside Hospital is made for you.
“The nursing department at Zucker Hillside Hospital has been very invested in promoting nursing research to all the nursing staff.”
— Trish Woloszyn, RN
Think you might be made for a career in Behavioral Health? Explore availablecareers here!
We’re completely redefining how exceptional patient care is delivered. Are you Made for this?
At Northwell Health, we are the pioneers searching for innovation in everything we do. You’ll see this visionary spirit come to life at Health Solutions. As Northwell Health’s care management organization, Health Solutions is helping to lead the organization to success in value-based care and population health. Take a look at all Health Solutions is achieving:
Join our talent community to explore career opportunities with Northwell Health Solutions!
Over 800,000 patients turn to us each year in times of emergency.
Emergency nursing at Northwell Health is driven by our mission to provide better patient care. With 21 hospitals throughout the five boroughs, Long Island and Westchester, we have emergency capabilities you won’t find anywhere else:
Two state-of-the-art EDs opened in the past six months at Southside Hospital and Huntington Hospital
New York City’s first ever freestanding emergency department
State-of-the-art SkyHealth helicopter service
In addition, we feature innovative Telehealth/Telestroke/Telepsych programs that connect patients presenting specific conditions with the appropriate specialist in their area. Even if not on site, the specialist can connect via video and audio right at the patient’s bedside.
“By being an emergency nurse at anyNorthwell Health facility, you’re not just part of one hospital, you’re part of an Emergency Medicine service line, and a health system.”
— Kate O’Neill (Enright), RN, MSN, Director of Clinical Operations, Emergency Medicine Service Line
Your career, your choice.
“There’s a lot of opportunity for nurses to develop and grow professionally within Northwell Health. You’re part of a vast health system, not just one hospital,” says Kate O’Neill (Enright). Whether you’re looking to work in a fast-paced urban medical center or a more intimate community hospital, Northwell Health has a place for you. And with the diversity of cases we handle, you’ll experience continual professional challenge.
The learning never stops, and neither does your career. We believe in constant learning, development, and professional growth. The only way this happens is through a commitment to our nurses to make it happen.
“Our nursing talent is extremely important at Northwell Health and our system offers numerous opportunities. In addition to a very structured fellowship program for new graduate emergency nurses, we also focus heavily on developing our nursing leaders.”
–Paula A. Fessler RN, BSN, MSN, MS, FNP-BC, Vice President, Emergency Medicine Service Line
Throughout our extensive system, you’ll be able to:
Benefit from our structured Emergency Nursing Education and opportunities for mentorship
Leverage the potential to grow into leadership roles – Assistant Nurse Manager, Nurse Manager, ADN and more
Experience unequaled educational opportunities, including tuition reimbursement, fellowships, advanced trauma training, career ladders and more
Enjoy the front line engagement of our shared governance model and our collaborative care committees
Make the call.
We have openings throughout our system for exceptional team players who can think and act fast.
“We’re looking for nurses who are engaged in their professional practice, patient-centered, and looking to be part of a dynamic organization.”
— Kate O’Neill (Enright), RN, MSN
Interested in joining our team of nurses? Explore our unlimited career possibilities.
This past week many of our Northwell Health facilities have been participating in national Patient Experience Week. This annual event promotes how healthcare staff impacts patient experience every day and our employees are honored, recognized and re-inspired. Our 61,000 employees are dedicated to providing quality care with compassion. Patient Experience Week is one way Northwell extends its heartfelt appreciation and encourages continued efforts on behalf of patients and families. The Culture of C.A.R.E. which stands for Connectedness, Awareness, Respect and Empathy, is our promise to our patients and families. Storytelling is a powerful forum for hearing the “voice” of our patients and families and so, this week incredible patient stories were shared by reading letters aloud and watching video testimonials.
Across our organization, teams rallied around patient and family experience. Fun celebrations for our staff included recognition programs, red carpet events, photo booths, meditation sessions, smoothie bars, appreciation rounding by leaders, friendly competition activities, Culture of C.A.R.E. trivia, and team building activities. For our patients we had music performers, pet therapists, hand-written get well cards by staff and offerings of small gifts of appreciation upon discharge. Lastly, the organization went social. Using #PTEXP and #PXWeek, interdisciplinary teams across the organization posted to Facebook and Instagram, their Northwell Patient Experience pride!
At the end of the week, the Office of Patient & Corporate Experience hosted its first annual Culture of C.A.R.E. in Action Event on Friday, April 28th. It’s an experiential afternoon meant to inspire, challenge and lead patient experience influencers across our organization by sharing Northwell Health best practices. Kicked off by our Chief Experience Officer, Sven Gierlinger, and VP of Patient Experience, Aggie Barden, the event includes table top learning, academic posters and featured Ted-talk presentations. This year’s keynote speaker is Jason Wolf, President of the Beryl Institute which is the organization that started Patient Experience Week.
Happy Patient Experience Week from Northwell Health! Every Role, Every Person, Every Moment Matters.
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