Humanizing the Patient and Employee Experience A CASE STUDYOur nurses receiving three or more recognition awards in 2018 had a turnover rate seven times less than those receiving no recognition. This is compelling information in an industry facing long-term, national shortages of providers.” JENNIFER FAULKNER Vice President, Team Member Experience and Talent Management, Baystate Health Based in Springfield, Mass., Baystate Health is a not-for-profit, integrated healthcare system with a longstanding mission to provide quality and compassionate healthcare to more than 800,000 people throughout western New England. Its 12,000 team members work across three community hospitals, an academic medical center, and home health and medical practices. Baystate Health is also a three-

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