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December 8, 2021

HANYS awards 2021 Pinnacle Award to Catholic Health

Long Island health system’s patient experience program instills core values in every patient and caregiver interaction

Rensselaer, NY — The Healthcare Association of New York State is pleased to present a 2021 Pinnacle Award for Quality and Patient Safety to Catholic Health (Long Island) for Implementing a Patient Experience Program. Learn about their initiative, which sought to align how patients felt about their experiences with the system’s strong quality and patient safety outcomes, in our video profile.

Catholic Health launched a patient experience program in 2018 that focused on key values of the organization – integrity, compassion, accountability, respect and excellence. The system deemed these the “Golden Keys to ICARE Behavior,” educating more than 17,000 employees and medical staff members on expected behaviors in an initial six-month training initiative.

Continuous education, direct observation of patient-staff interactions, data reporting and analysis and sharing and celebration of success stories have since become routine parts of the systems’ ongoing efforts to sustain improvements and elevate the patient experience. Data indicate significant positive change in patient satisfaction from 2018 to 2020, reinforcing Catholic Health’s long-term commitment to the program. The program has become a philosophy and natural part of the way the organization operates.

The Pinnacle Award for Quality and Patient Safety recognizes and encourages broad dissemination of successful quality improvement and innovative patient safety initiatives in four categories based on organization size and type. Award honorees are members of HANYS’ Commitment to Excellence, a statewide program designed to recognize HANYS’ member commitment and ongoing efforts to improve quality and patient safety.

Catholic Health is the third of four honorees to be announced this fall. Learn more about all of this year’s honorees on our awards webpage.


The Healthcare Association of New York State is New York’s statewide hospital and continuing care association, representing nonprofit and public hospitals, nursing homes, home care agencies and other healthcare organizations. HANYS is a nonprofit organization whose mission is to advance the health of individuals and communities by providing leadership, representation and service to healthcare providers and systems across the entire continuum of care.