Patient Experience encompasses the feelings and perceptions individuals have during their interactions with a health system—from arrival to departure. It includes everything patients and their families encounter while receiving care, as well as the experiences of the staff providing that care. Sometimes referred to as Care Experience, it emphasizes the shared experiences of patients, families, and staff.
At its core, Patient Experience is about human beings caring for one another. It is vital to our mission at New London Hospital to deliver high-quality, compassionate, and patient-centered care through accountability, collaboration, and teamwork among staff, leadership, patients, and families.
Patient Experience aligns with the Institute of Medicine's Six Aims of Healthcare:
- Safe
- Effective
- Patient-centered
- Timely
- Efficient
- Equitable
How we prioritize excellence
New London Hospital aims to ensure that everyone involved in the care process from leadership, clinical and administrative staff, and our patients/families have a space at the table to contribute their voice to future improvements to care and to provide feedback on the work we do each day.
It's from partnering in this way that Patient Experience may shine a light on areas of opportunity for improvement in our processes, policies, facility design, and daily workflows.
Explore the pages listed below to understand how NLH helps prioritize excellence in Patient Experience within the Dartmouth Health System.
Diversity, Equity, Inclusion, Belonging (DEIB)
Promoting a culture of care that is human-centered, equitable, and inclusive
Patient and Family Advisory Council (PFAC)
Improving the patient and family experience through collaboration
Recognition & Awards
Recognizing and motivating our staff to deliver excellent care
Satisfaction Surveys
Patient experience surveys that inform our continuum of care