HFHS Culture of Caring Always Connected: Acknowledge and Validate Suffering

As part of Henry Ford Health System’s (HFHS) commitment to providing an optimal patient experience, the Corporate Nurse Executive Council (CNEC), in collaboration with the Care Experience Team, developed a Culture of Caring model as part of the System’s ongoing service culture journey. Culture of Caring, also referred to as AIDET+1, was the output of both patient feedback and focus group discussions with nursing staff from across the System and is an enhancement to the AIDET communication tool. This model served as a focal point for a 2015 system-wide performance management goal around service for nursing. The goal, as reflected in the Press Ganey and CAHPS scores, was to continue to improve the perception of our patients and families around the care experience.

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