By actively engaging with the “voice” of patients, Northwell Health—New York’s largest healthcare organization—has adopted an evidence-based strategy aimed at empowering physicians and advanced care providers. This initiative revolves around the Relationship Centered Communication (RCC) course, which employs experiential learning techniques to enhance patient-centered communication and empathy skills. The goal is to cultivate provider-patient relationships rooted in partnership and mutual understanding.
This case study illuminates several key aspects of Northwell’s journey:
⦁ Cultural Transformation: The initiative represents a significant cultural shift within the organization, requiring visionary leadership and strong collaborative efforts across various departments. It also emphasizes the importance of an evolving educational strategy that adapts to the needs of both healthcare providers and patients.
⦁ Wide-Reaching Impact: Over a span of six years, more than 3,300 healthcare providers have participated in this evidence-based communication course. This extensive reach highlights Northwell’s commitment to continuous education and the development of essential communication skills among its staff.
⦁ Measurable Outcomes: The results of this initiative have been noteworthy. Northwell Health has seen a remarkable 22 percentile rank point increase in the “Communication with Doctors” domain of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), positioning it favorably when compared to national peers. Additionally, other key patient experience metrics have shown significant improvement within ambulatory medical practices.
Overall, Northwell Health’s dedication to understanding and incorporating patient feedback into their communication strategies underscores the vital role of effective leadership, collaboration, and continuous learning in enhancing the patient experience and fostering better healthcare outcomes.
