Mapping the Pediatric Patient Experience

NYU Langone is an academic medical center located in New York City, and the Patient Experience department is dedicated to improving patient satisfaction, identifying unmet needs and values of patients and visitors, and identifying system issues that impact care and quality. Working throughout the entirety of the Medical Center, the Patient Experience department strives to improve performance related to these areas. Based on results of a 2014 survey, the Patient Experience department determined that the pediatric unit was an area that the Capstone team could analyze, map, and improve. With this department as a focus, the Capstone team analyzed previous survey data; interviewed staff, patients, and family members; performed site observations; and created a patient map that identifies stress points in the current state. The final deliverables included a comprehensive high-level map of the patient experience, as well as a final report outlining the project, the current state, and policies for improvement.