Yarelis Wilson, RN recently joined UConn Health’s Office of Patient Experience in the fall of 2023 and very happily serves as the director of Patient Experience for UConn Health.

“When I was interviewing for this position, I was instantly and incredibly inspired by UConn Health and the leadership of its Office of Patient Experience,” says Wilson. “I was hooked to work at UConn during my first interview with this amazing team. Our Office of Patient Experience and the people of UConn Health are why our patient experience at UConn Health is the best and really stands out.”

Wilson applauds UConn Health and its providers total dedication to its patients, which is why UConn Health is known for its excellent patient experience. UConn Health recently received Healthgrades’ Outstanding Patient Experience Award making it among the top 10% of hospitals nationwide, and it is the only hospital in Connecticut recognized by Newsweek’s World’s Best Hospitals ranking for its excellent patient experience.

“We know every interaction with our patients matters. We make sure to make every moment matter!” Wilson stresses and it includes making a positive first and lasting impression with patients and visitors to UConn Health.

“It has been shown that it only takes a few seconds to make the right impression,” says Wilson.

The Patient Experience team at UConn Health always recommend providers and employees alike, greet everyone whether a patient or visitor with a positive demeanor and a smile; make sure to knock before entering a patient’s room; effectively communicate; say hello in the hallways; and even ask a visitor who may look in need of assistance a simple ‘how can I help you?’ or even instead of giving them directions walk them over to their appointment visit.

“It’s the little things that really go a long way to leave a lasting impression with a patient, visitor, or even a colleague” says Wilson. “At UConn Health, our workforce tries to be role models. It is so important to continuously build and nurture positive relationships with our patients and our colleagues.”

Interestingly, Wilson joined UConn Health from a nearby hospital where she was a critical care nurse manager throughout COVID-19 including in the ICU and medical stepdown unit. “As a nurse, I always have taken each patient’s experience seriously.”

Not being at the beside administering care as a nurse is a very different patient experience Wilson says, but “In my role as Director of Patient Experience I am still there for my patients and families,” she heartwarmingly shares.

“The power of positivity is real,” says Wilson. “And I am the first to say to my colleagues, that we need to always find the positive in every situation, even from the COVID-19 challenge.”

Wilson reflects while the COVID pandemic was the hardest moment working in health care, on a positive note she recalls the incredible teamwork that happened among health care workers and the undying support they have shown to patients, families, and to one another. Plus, importantly, now thanks to COVID the health care industry is recognizing and more greatly supporting health care workers’ mental health and burnout.

When it comes to caring for patients and their families, Wilson reminds how strong professionalism and communications are key.

“When providers are communicating with patients and their loved ones in the hospital, we must keep in mind that they may be experiencing the very worst time of their lives,” says Wilson. “The more empathy, connection, and understanding we can offer during these difficult moments in time, the better. Also, when it comes to our patients’ diversity of cultures we can’t assume that everyone has the same level of health care literacy and we need to do our best when explaining things to patients.”

This April 29 to May 3 marks the celebration of national Patient Experience Week.

This week and beyond Wilson reminds all those working across the fields of health care, whether at the bedside or behind the scenes at health systems like UConn Health, to take a moment to pause and reflect on:  what you can do differently to improve a patient, visitor, or fellow colleague’s experience?

“Pause for positivity,” says Wilson. “Smile and show your sunshine to others. Know that by taking a moment to improve someone else’s day with a small gesture of positivity will also improve your own day too.”

And to patients, families, and visitors, Wilson and the Office of Patient Experience shares their many thanks for all the thank you emails, letters, and online reviews.

“It really makes so much of a difference when our providers get a thank you. We make sure to share all patient compliments with our health care teams to applaud, engage, and encourage them. It absolutely keeps you going knowing that you and your work are much appreciated,” reports Wilson.

She concludes: “Our work in the Office of Patient Experience at UConn Health is really all about how to create a positive experience for all. At UConn, we are a teaching hospital and are always learning, and finding new opportunities to make things better for our patients and our providers.”

UConn Health’s Office of Patient Experience, led by Cindy Molin, VP, also includes the Patient Relations Department, Post-discharge Call Management for UConn John Dempsey Hospital and its Emergency Department, Volunteer and Guest Services, Interpreter Services and patient survey administration and analytics.

“Patients at UConn Health receive an exceptional patient experience,” says Molin. “We have made it our mission to put patients at the center of everything we do, and it shows. We are so happy to have Yarelis, her positivity and leadership on our amazing team!”

This content is part of a collaborative initiative of the Office of Diversity and Inclusion, with UConn Health’s Chief Diversity Officer Dr. Jeffrey Hines, to celebrate the institution’s shared values and its workforce. Send your word-of-the-month nominations to thehub@uchc.edu.