In support of the hospital’s mission, the icare: Fostering a Welcoming Environment project is aimed to improve the patient experience by cultivating a warm, welcoming environment across settings. Through the facilitation of an icare Learning Lab training session, staff will be inspired to recognize every member’s impact – regardless of role – on the patient experience and will increase their knowledge and skills to enhance their interactions with others.
Deliverables for this project include the creation and facilitation of the icare Learning Lab training sessions, template for bi-monthly communications, and additional hospital-wide communications. Project success was achieved as over 250 staff members attended a training session prior to June 30, 2021 and significant improvement was shown (defined as a > 40% increase) in pre- and post-training session measurements. In conclusion, with adequate organizational support and training, staff members were empowered and able to cultivate a welcoming environment to improve the patient experience.