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THE EMPLOYEE NEWSLETTER OF THE BROOKLYN HOSPITAL CENTER
DECEMBER 2023
President’s Message:
CONTINUED FOCUS ON QUALITY
At a hospital, nothing better creates a quality perception than staff behavior. To that end, I have been very pleased to see improvements in our patient satisfaction scores, especially in the Emergency Department and on the inpatient side. We have more work Gary G. Terrinoni to do in providing the best customer service possible, but the momentum is going in the right direction. Another important factor in creating a good perception of quality is the physical environment. Of course being squeaky clean—no dust, spotless surfaces—is critical, but there is also the more elusive factor of “appearance.” The research shows that even if the walls are absolutely spotless, if they are in disrepair, people will perceive it negatively, even perhaps as unclean. We have begun to pick off some “appearance” projects that while “small,” are making a big difference in improving the perception of the hospital. These efforts are not just for our patients and their families, but also for our staff. Having a place that looks great will be a point of pride for us all. Kudos to COO John Ferrara and his team on some of these early wins (I say early, because, stay tuned for more impactful “facelifts”). Take a peek here at some of their progress:
1 BEFORE
1) The driveway was pitted and dangerous with drains that didn’t function well and caused icing in the winter from the pooled water. Now, freshly repaved it looks and operates so much better!
See more improvements on next page!
1 AFTER