National Patient Experience Week, observed this year from April 27 through May 1, recognizes the dedication of healthcare professionals who make a meaningful difference in how patients and families experience care. The week also underscores the importance of listening to patient feedback to ensure care remains receptive to the needs and concerns of those it serves.
While Patient Experience Week provides a special opportunity to celebrate this work, UHS is committed to improving the patient experience every day. This commitment is guided by our journey to becoming a High Reliability Organization (HRO), which entails an organization-wide dedication to continuous improvement, getting things right each and every time, and making zero preventable harm part of every patient’s experience at UHS.
Through innovation, connection and collaboration, UHS strives to deliver care that is safe, accessible and truly patient-centered.
Listening to patients and families
UHS actively invites patients and their families to share their experiences, insights and perspectives through Patient and Family Advisory forums. These one-hour, monthly open dialogue sessions provide a welcoming space for participants to discuss their care experiences and offer honest feedback.
Centered around the UHS Values of Compassion, Trust, Respect, Teamwork, and Innovation, participants are prompted to reflect on where they saw these values in action during their time at UHS, as well as identify opportunities for improvements. Feedback gathered from these forums is then used by the UHS Patient Experience team to develop strategic improvements to patient care.
Some participants may also be invited to join the Patient Family Advisory Council (PFAC). This quarterly group partners with the Patient Experience team and UHS leadership to review new initiatives, programs, and developments in patient care throughout the organization. PFAC members provide valuable input that helps shape how care is delivered at UHS, ensuring patient and family voices remain central to decision-making.
Patients and families interested in participating in one of our forums may contact the Patient Experience team at (607) 763-6777.
Rounding with purpose: Strengthening human connection
UHS recently relaunched “Rounding with Purpose,” a program for UHS leaders to visit patients and families during their stay, providing a meaningful human connection while also offering an opportunity for honest, real-time feedback about their experience with UHS.
To support these connections, UHS has begun using iRound, a Press Ganey platform that captures patient insights, enables immediate problem-solving, and supports team engagement by sharing patient compliments. Implemented across all UHS hospitals in the first quarter of 2026, iRound helps identify and celebrate positive experiences, as well as resolve concerns quickly and reinforces a collaborative approach to care.
From senior management to frontline staff leaders, more than 250 employees across the UHS System are trained to use iRound to check in with patients.
While the main goal of iRound is to facilitate an impactful interaction with a patient and/or their visitors, the tool can also be used to support the success of other programs enhancing care. One such program is “bedside shift handoff,” which actively involves patients in a conversation about the handoff of their care from one nursing shift to the next.
Technology that supports the patient experience
In addition to iRound, UHS continues to enhance patient care, access and convenience with many innovative technologies.
UHS Virtual Healthcare connects patients with healthcare providers from the comfort of their own homes or wherever is convenient for them. By expanding access to care, virtual healthcare eliminates barriers like distance, mobility challenges, and time constraints.
UHS MyChart simplifies care by allowing patients to book appointments, check in, review information, and communicate with their direct care team – all in one place.
Enhancements to MyChart introduced in the last year include:
- MyChart Central, whichstreamlines care management by combining multiple MyChart accounts under one log-in
- “On My Way,” allowing patients to save their spot in line at UHS lab services for later that same day
Small gestures, big impact: The Kindness Fund
One year ago, UHS established the Kindness Fund through a generous donation from the UHS Foundation. The Kindness Fund allows UHS employees to spread kindness and compassion to patients and guests with small gifts that lift spirits and provide comfort in times of need.
UHS staff in various areas of patient care are encouraged to utilize the Kindness Fund when they identify patients or families who may benefit from additional support. Patients and families are frequently moved to tears upon receiving meaningful gifts courtesy of the Kindness Fund, showing that these small gestures go a long way making a difference in someone’s care experience.
Community members interested in supporting the Kindness Fund can click here to find the UHS Foundation’s online donation form. (Be sure to select “The Kindness Fund” in the “I want to support” field.) Together, we’re turning compassion into action.
Ensuring clear communication for every patient
UHS recognizes the importance of clear communication for all patients, providing translation services to ensure non-English-speaking or hearing-impaired patients can receive the full scope of care and understand their treatment plans.
We collaborate with AMN Healthcare to enhance our interpreter services, ensuring that we can meet the diverse needs of our patient population. This partnership gives our patients instant access to comprehensive language services, offering real-time audio and video interpretation to bridge communication gaps. For hearing-impaired patients, the video interpretation platform offers American Sign Language (ASL) and is available for urgent/unexpected care. In addition, we work with the Southern Tier Independence Center (STIC) to arrange in-person ASL interpreters.
Over the past three years, UHS has increased access to interpretation services by more than 700%, reflecting our commitment to meeting the evolving needs of our diverse community.
Our commitment to bridging the language gap is critical in providing equitable healthcare. Language barriers can prevent patients from receiving the best possible care, but our interpreter services ensure that all patients — regardless of their primary language — can feel confident in the treatment decisions they make.
Strengthening patient connections at outpatient practices
From the first phone call to the final follow-up, every moment contributes to a positive patient experience – one that is created and sustained through consistent, compassionate engagement.
Through the Caring Connections training initiative, UHS team members across our outpatient practices are strengthening the skills that elevate every patient interaction. To date, more than 1,000 individuals have completed this training, which focuses on empathy, active listening, and clear communication. Key focus areas include:
- Reinforcing respect, dignity, and inclusion in every patient interaction
- Providing practical guidance on using inclusive, patient-centered language
- Spotlighting teams, such as UHS Primary Care Johnson City, for improving access through translation tools and community resources
- Enhancing the patient journey through clear communication and expectation setting
- Encouraging staff to create welcoming environments by communicating with intention
Outpatient teams have embraced Caring Connections as more than just training – it’s becoming part of the culture. Whether supporting individuals with limited English proficiency, navigating health literacy challenges, or simply ensuring patients feel heard and respected, these teams are making a measurable difference by creating a welcoming environment for all patients. Their commitment reflects a shared goal across UHS: delivering care that not only meets clinical needs, but also fosters dignity, trust, and a true sense of connection.
Making every interaction count
At UHS, we are all the patient experience. Whether a receptionist greets a patient, a janitor maintains a clean environment, or a nurse provides direct care, each action and attitude contributes meaningfully to a feeling of being safe, respected, listened to, and cared for.
The UHS Patient Experience fosters confidence and trust in our organization. While we honor this important work during Patient Experience Week, our commitment to putting patients first is a high standard we strive for every day of the year.
For more information about the UHS Patient Experience, visit nyuhs.org or click here.