What does it take to transform patient experience from a departmental initiative into an organizational standard of excellence? Join Mary Curran and Emily Bashford from Northwell Glen Cove Hospital, a 2025 Malcolm Baldrige National Quality Award winner, as they share the strategic playbook that propelled their organization to the nation’s highest recognition for performance excellence. You’ll discover how Glen Cove Hospital aligned strategy to mission, vision, and values, built a culture that put the team first, and developed systematic approaches to capture, aggregate, and act on the voice of the customer.