Why did Mount Sinai bring you on board?
Because no one was orchestrating all the patient experience ini-
tiatives across the health system, which recently grew from 2 to 7
hospitals. My role is to help define the strategic direction for the
patient experience.
Is that where health care is heading?
It's all about making it more patient-centric. The creation of my
position shows that executive leadership supports initiatives to
improve the patient experience.
How is that done?
It requires reengineering of our processes. We need to make
sure caregivers have the tools to be successful, not just in how
patients move through their visit, but also how they communi-
cate with them and how they demonstrate empathy.
Medicare's hospital
reimbursements are
linked to patient satis-
faction. That has to play
a part in this movement.
The finances were the initial driv-
er here, but really it's about mar-
5 0 S U P P L E M E N T T O O U T PAT I E N T S U R G E R Y M A G A Z I N E January 2015
Sandra Myerson, MBA, MS, BSN, RN
was recently named to the newly created position
of senior vice president and chief patient experi-
ence officer of the Mount Sinai Health System and of
the Joseph F. Cullman Jr. Institute for Patient Care
in New York City.
hy Patient-Centered Care Matters
Sandra Myerson, MBa, MS, BSn, rn
W