Transforming Experiences
(Healthcare and Life Sciences) Providing Mental Health Support for Frontline Healthcare Professionals
Episode Summary
Erica Rubinstein is the Vice President of Service Excellence and Patient Experience at Mount Sinai Health System. Mount Sinai is one of the oldest and largest teaching hospitals in the U.S. As they are located in New York City, they were the first to receive an uptick of COVID-19 patients at a time when there was very little information about the virus. Erica shares her experience over the last year and a half, the mental toll this has taken on medical professionals, and offers advice on how to quickly provide resources to prevent burnout and mental exhaustion for the frontline staff.
Episode Notes
Erica Rubinstein is the Vice President of Service Excellence and Patient Experience at Mount Sinai Health System. Mount Sinai is one of the oldest and largest teaching hospitals in the U.S. As they are located in New York City, they were the first to receive an uptick of COVID-19 patients at a time when there was very little information about the virus. Erica shares her experience over the last year and a half, the mental toll this has taken on medical professionals, and offers advice on how to quickly provide resources to prevent burnout and mental exhaustion for the frontline staff.
What You’ll Learn:
- How COVID-19 unfolded in New York City and the impacts of it being at the epicenter.
- How to quickly mobilize additional support for exhausted frontline staff.
- The emotional well-being of frontline staff a year and a half later into the pandemic.
- Why the staff experience affects the patient experience.
Key Takeaways:
- Erica shares her perspective over the last year and half as the pandemic was unfolding. [2:40]
- When food and housing resources became less of a need, they started to see the mental toll the pandemic has taken on our staff [5:49]
- So many people have become burned out and have completely left the healthcare industry. [6:41]
- They constantly ask themselves - Is it enough for our teams? Are we doing enough? Are we meeting their needs that are comfortable? [8:38]
- What Mount Sinai’s Center for Stress, Resilience, and Personal Growth is doing to help its staff. [9:07]
- They are providing immersive evidence-based experiences to de-stress and rejuvenate their teams. [10:39]
- The Patient Improvement Coaches shifted their focus to listening sessions to better understand their needs and shared these insights with leadership. [14:56]
- Erica and her team recently released an employee engagement survey “Your Voice Counts” to better help and support their unique needs. [16:53]
- There is a connection between what patients tell you and what the staff tells you. It’s all about combining and implementing this feedback as best as possible. [19:36]
Continue on Your Journey: