The Patient Experience at UPMC Pinnacle Hanover

At UPMC Pinnacle Hanover, we are committed to providing our patients with the best experience possible. The Patient Experience Initiative serves to:

  • Show our patients and their families and visitors that we care and that YOU are the reasons we come to work
  • Create positive patient experiences
  • Reduce patient anxiety
  • Provide tools and training for employees that allow them to do their best 
  • Empower employees to be the best caregivers they can be and recognize them for outstanding work

The development of this program began with the creation of the Patient Experience Steering Council. The Patient Experience Steering Council is an interdisciplinary group with members from various hospital departments. They partner with each service line and department to launch teams who provide education for and awareness of the patient experience initiative and the new vision statement and discuss each department’s patient satisfaction data.

The new vision statement and tagline:

All UPMC Pinnacle Hanover staff are care givers who will respect and advocate for each individual patient by providing a comforting and healing environment where both the patients and families feel free to express their needs.

We are focused on you.

In addition, we have adopted seven standards of performance that reinforce that tagline, and all UPMC Pinnacle Hanover employees have pledged to incorporate these values into their daily lives:

Friendly
Owner-minded
Communicative
United
Service-Oriented
Empathetic
Devoted & Respectful