Patient Experience Week gives us a meaningful pause to celebrate not only the care we deliver to patients, but how we show up for one another. While patient experience is often measured through outcomes, surveys, and metrics, its foundation is profoundly human. At the core of every safe, high-quality, and compassionate experience for our patients is a connected and engaged workforce.
Social capital is the network of trust, relationships, and shared norms within an organization – and it is often one of healthcare's most underutilized strengths. High social capital enables teams to navigate complexity, adapt during change, and support one another during challenging moments. When staff feel connected to their colleagues and aligned with a shared purpose, collaboration improves, communication flows more freely, and care becomes more coordinated.
I have witnessed this in many ways during my Red Sneaker Rounds – a team member who stepped in to help a colleague without being asked, a unit planning a social event to connect outside of work, a clinical team lifting up the contributions of an ancillary department. These are small yet powerful ways to build trust and respect with one another. They are the quiet architecture of a thriving culture.
This week, we've designed our Patient Experience Week calendar with that spirit in mind. On Tuesday, April 28, we'll kick off the morning with a conversation highlighting our Schwartz Rounds, followed by a featured session on Social Capital, Teamwork, and Trust with our Rapid Response Team. On Thursday, April 30, we're honored to welcome Dr. Tom Lee, Chief Medical Officer of Press Ganey, for our Patient Experience Administrative Grand Rounds, where he'll explore the role of social capital in strengthening patient relationships, improving care experiences, and building resilient healthcare teams. And throughout the week, from Wellness Rounds and Pet Therapy to the Patient Experience Showcase at The Brook on Wednesday, there are moments designed to nourish both the people we care for and the people doing the caring.
Thank you for the compassion you extend, the teamwork you demonstrate, and the relationships you build every day. Together, we are not just delivering care – we are shaping experiences that matter.
We hope to see you at some events this week – see the attached calendar for the full schedule. If you have any questions, please reach out to Nicole Rossol, Chief Patient Experience Officer, at nicole.rossol@stonybrookmedicine.edu.