The first class graduated from of the Patient Experience Academy, a new program created through a partnership between the University of Delaware and Christiana Care Health System.
During the 10-week program, 41 Christiana Care employees met with UD professors from the Department of Hotel, Restaurant and Institutional Management (HRIM) in the Alfred Lerner College of Business and Economics, working through five courses aimed at developing their patient services skills
“We are working toward infusing hospitality into health care,” said Sheryl Kline, chair of the UD department. “It’s been a great partnership.”
The inaugural class was made up of employees from departments that have a strong impact on patients’ first and last impressions of their hospital experience, such as valet and guest services.
Shawn Smith, Christiana Care’s vice president of patient experience, helped to create the Patient Experience Academy. He said that hospitality-based programs are especially helpful for health care
employees as they adapt to each patient’s unique needs.
“This is going to go right back to the community,” Kline said. “What we do here will have implications for anybody who walks in the door, including our families and ourselves. To partner UD with Christiana Care to make a difference in the community is very powerful.”
In the future, Christiana Care is planning to expand the program throughout the health center for employees from various departments.
“We’re looking at a deeper partnership with UD,” said Michele Schiavoni, Christiana Care’s chief external affairs officer. “The goal is to use what is learned here to ensure that the people on the front lines serving our community have the skills they need.”
“The partnership with UD is an extraordinary opportunity and, I believe, a mutually beneficial relationship,” Schiavoni continued. “Our staff has had the opportunity to learn from the best, and our community has the opportunity to benefit from their learning.”
Article by Sunny Rosen, University of Delaware. Photo of graduates from Christiana Care.
