Developing a Medical/Surgical Unit Environmental Readiness Process to Improve Patient Satisfaction and Support Clinical Staff

As part of a larger process redesign focused on Northern Westchester Hospital's inpatient medical and surgical units, this initiative had a specific goal of creating an efficient, effective, and patient-centered support services process that would improve patient satisfaction and provide support to the clinical team. A multidisciplinary team including administrators, physicians, nurses, case managers, patient care associates, environmental services, and transportation staff met weekly to analyze the current system and redesign and implement a completely new process.