NYU Langone health


NYU Langone Health wanted to empower all 17,000 of its employees — including nurses, physicians, housekeeping staff and food services — to adopt a patient-centric philosophy. Learning Design Network conducted patient and employee  listening labs to develop a customized customer framework and learning  program. Our unique process enabled deep understanding of the organization’s Perfect Experience Principles and activated Standards, Behaviors, and Expectations that established a common baseline for all internal and external interactions while allowing for line-of-business-specific adaptation. After implementation, 97%  agreed with the statement, “I am motivated to incorporate the Perfect Experience  Principles into my everyday work.”

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