Standardizing Patient Property Retention and Loss Prevention

NewYork-Presbyterian Hospital (NYPH) is one of the nation’s most comprehensive academic healthcare delivery systems, dedicated to providing the highest quality, most compassionate care to its patients. NYPH considers patient experience its utmost priority. Uncovering a tremendous opportunity for property retention and loss prevention, it engaged the Capstone team to evaluate patient property flow within the nursing and security departments to make recommendations and improve standardization of processes across all 11 hospitals. Through employee interviews and focus groups, industry research, and online surveys, the team conducted extensive research into process flow charts, best practices, and implementation strategies and tools. The team also partnered with Emergency Department nursing staff, Inpatient Psychiatric nursing staff, and security personnel in conducting site visits at five NYPH hospitals. The team’s research resulted in the recommendation of developing a standardized workflow proposal and a rollout strategy across all eleven sites.