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Operation Momma: Crouse Hospital, Syracuse, NY
Learn how Crouse Hospital leveraged Avatar Health Care Survey Tools to achieve it's Goal: To reinforce the importance of understanding the view of the patient at all times.
Crouse Hospital is a private, not-for-profit, tertiary care facility located in Syracuse, New York. Founded in 1887, the hospital serves more than 25,500 inpatients, 254,000 outpatients, and sees over 66,700 emergency department visits a year. With 2,700 employees and an annual operating budget of $360,000,000, the hospital is also a top five employer and major economic engine in the Central New York marketplace.
Crouse’s dedication to patient care is visible through numerous awards and recognitions, including the 2011 Avatar International Award for exceeding patient expectations. The hospital’s excellence in care has been largely impacted by an innovative technique designed to help employees understand exactly what a patient experiences during a visit.
The Challenge: Cultural Transformation
Despite Crouse’s mission to provide the best care by exceeding expectations, the culture at the organization did not always effectively engage employees in prioritizing patients’ perceptions. Crouse’s senior leadership team recognized the need for change. A renovation to the culture was necessary in order to encourage employees to live the mission every day, always putting the patient first.
Download the full case study to learn the solution and results.