Understanding Patient Perceptions of Service Delivery

New York Eye and Ear Infirmary of Mount Sinai
Susan Abramowitz
Chhavi Gupta, Brittany Kaufman, Meredyth Lacombe, Kyung Hoon Lee, Eitan Sufian
The New York Eye and Ear Infirmary of Mount Sinai (NYEE) is one of the world’s premier hospital facilities serving primarily the poor and underserved. NYEE has over 170,000 patients annually, and with high case volumes, patients often encounter long wait times that disrupt efficient clinical operation workflows. NYEE engaged a Capstone team to outline the average patient experience. Utilizing client demographics, data from the Consumer Assessment of Healthcare Providers and Systems, employee surveys, and client interviews, the team identified patient and staff perceptions of service delivery at NYEE. The team used the results of their observational study and staff interviews to compare the experience of the sample population to the issues identified throughout the population. The students then identified the “average” NYEE patient and created a patient journey map—from entering the hospital to discharge. Based on the foregoing, the team provided recommendations on ways to improve the overall patient experience.
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Capstone Year