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GIA 2007 Excellence Winner
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Katherine E. Murphy, Editor;
Marjorie Sopkin, Designer;
and Robert Lisak, Photographer
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Publications - Single or Special Issue
Yale–New Haven Hospital
Journeys Through the Looking Glass:
Patients' Perspectives
As an acute care academic medical center, Yale–New Haven Hospital treats a significant number of
extremely sick patients, providing them with advanced health care not always available at smaller, local
hospitals. Yale–New Haven Hospital's 2005 annual report told the personal stories of six such patients,
using Lewis Carroll's small companion books, Alice's Adventures in Wonderland and Through the
Looking Glass as a theme. Alice’s experiences were surreal, frightening, confusing, and almost dreamlike—
comparable to the journey of a patient who is hospitalized with a life-threatening illness. In
addition to the patient stories, the annual report was to include the 2005 year-end message and comparative
statistics, as well as list the current management medical staff and 2005 donors.
Goals
- The editorial section of the annual report differentiated Yale–New Haven Hospital's image from other
hospitals by highlighting that it frequently treats patients with extremely difficult illnesses or injuries —
safely, compassionately, and successfully.
- In presenting a difficult illness or hospitalization in terms of the "Alice in Wonderland" theme, the report
did not want to portray the hospital experience as an absolute nightmare, but wanted to remain true to the
patient's perspective.
- The report published the annual financial statement, presented the year-end report from CEOs, listed the
management and medical staffs, and recognized donors.
Results
- The biannual corporate image-tracking study reported:
- Projected discharges for 2006 at about 50,005 compared to 48,594 in 2005
- Yale–New Haven Hospital's overall market share for the state (for the first eight months)
at 11.89 percent compared to last year's 11.5 percent.
- Yale–New Haven Hospital's ranking for "best image" increased from 35.5 to 45.9 percent.
- "Technical care/good technology" increased from 4 to 6 percent, and "good doctors" from
2 to 4 percent.
Read the full narrative (Word document)
Contact: Katie Murphy, Katie.Murphy@ynhh.org
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