Patient Satisfaction Report July 2011 to June 2012 Ending FY2012
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1 Patient Satisfaction Report July 2011 to June 2012 Ending FY2012 Georgia Health Sciences Medical Center Family Services Development
2 Report Conventions Throughout this report, the following icons are used to convey the tone of patient feedback: Positive Mixed Negative High Performer
3 Executive Summary Threshold (75 th ) Target (80 th ) High Performance (90 th ) Surveying Area Mean Score Pediatrics Surgery nd Ambulatory Surgery Emergency IP Behavioral Health th 6th 88th Exceeded Target Adult Inpatient th OP Behavioral th Exceeded High Performance Health Outpatient (Test & Treatment) th Physician Office Pediatric Inpatient st 65th GHSMC Overall Score 90.68
4 Health Care Champion Lawrence Evans has been selected as the next Health Care Champion. Earl has been Director of Food & Nutrition since February 2012 and has made and instant impact. He understands the value of providing great customer service to his clients. To make this happen, he meets with his team weekly to discuss patient satisfaction and ways to improve services. Most recently, he conducted a taste testing session with the Health Partners Advisory Council in which Patient Advisors voted on the quality of new menu items. In addition, he has enhanced the atmosphere of the Terrace Café. The staff have been given new uniforms, menus have calorie counts, and everyone provides service with a smile.
5 Health Care Champion Cont. Food & Nutrition Taste Testing with Health Partners Advisory Council
6 Inpatient Surveying Area 8 ADT South th 89th Exceeded Target Exceeded Target 6 South NSC st 72nd 6 Card and Telemetry North th 70th 4 South Med 5 West th 14th 3rd 4 West th Threshold (75 th ) Target (80 th ) High Performance (90 th )
7 Pediatric Inpatient Surveying Area 5C C PICU NICU E st 74th 47th 41st 60th Threshold (75 th ) Target (80 th ) High Performance (90 th ) Emergency Surveying Area PEME (Peds) EDOU (Obs) EMER (Adult) th 63rd 1st Threshold (75 th ) Target (80 th ) High Performance (90 th )
8 Outpatient Behavioral Health Surveying Area OP Behavioral Health th Exceeded High Performance Threshold (75 th ) Target (80 th ) High Performance (90 th ) Inpatient Behavioral Health Surveying Area 3 South th Exceeded High Performance 9 North th Threshold (75 th ) Target (80 th ) High Performance (90 th )
9 Ambulatory Surgery Surveying Area Ambulatory Surgery th Pediatrics Surgery Surveying Area Pediatric Surgery nd Threshold (75 th ) Target (80 th ) High Performance (90 th )
10 Outpatient Surveying Area Mammography Services th Exceeded Target OT st Speech Therapy Sports Medicine PT CAT Scan OB Ultrasound th 3rd 64th 15th EMG rd Endoscopy PT th 98th Exceeded High Performance GRTC th Exceeded Target Threshold (75 th ) Target (80 th ) High Performance (90 th )
11 Outpatient Surveying Area ACC Lab th Echocardiogram th EEG X-ray nd 93rd Exceeded High Performance Radiology Ultrasound Sleep Lab Gamma Knife th 6th 94th Exceeded High Performance Threshold (75 th ) Target (80 th ) High Performance (90 th )
12 Physician Office Surveying Area Plastic Surgery Neurosciences th 39th Pain Comprehensive Cancer Dermatology Eye Care Services nd 60th 54th 78th Exceeded Threshold Urology th Pediatrics Practice Site st Internal Medicine nd Threshold (75 th ) Target (80 th ) High Performance (90 th )
13 Physician Office Surveying Area Family Medicine th Sports Medicine Women s Health Cardiology th 37th 66th Exceeded Threshold Otolaryngology Orthopedics th 33rd MS Clinic CMC Neuroscience Post Transplant Pre Transplant rd 16th 81st 9th Exceeded Target Threshold (75 th ) Target (80 th ) High Performance (90 th )
14 Patient Experience Comments 3 Neuroscience: My husband was airlifted by helicopter from Macon, GA to your hospital. He suffered a very severe stroke and we were here for almost two weeks. I cannot put into words how wonderful the staff was to us. I was able to stay every day in his room. The nurses, doctors, and cleaning staff were all determined to take great care of us. 4 South: Daylin Finch on day shift was great. She was kind, gentle and compassionate. The night shift staff was not so much. 5 North: The staff was wonderful, from the doctors and nurses, to unit clerks and housekeeping, and especially the PCTs. All of my needs were met with exceptional care. Everyone went above and beyond to take care of me and my family. Tim Trent, with nutrition, was excellent as well. He spent time with me and my family to go over meal options and always had a smile on his face. I cannot say enough about the wonderful staff! 5 West: The doctor in charge of my health was very patient and you could really feel and see that she truly cared. After discharge, she called my family members and friends to give an update on my condition. She always asked if there was anything more she could do, or did my family/friends understand. 7 South: The professionalism and attention given to my wife was superior and I cannot speak more highly of the staff at the Georgia Health Sciences.
15 Patient Experience Comments Adult Neuroscience Clinic: The day of my appointment, my doctor's office was celebrating nurses week - the theme was Hawaiian; everybody had a smile on their face, with colorful lei's around their necks & some in grass skirts. It was truly a hoot! Even the skeleton "Bones" wore a lei & a grass skirt!! I am always treated well and have no complaints, but I truly enjoyed my visit on this day! Asthma Clinic: The staff in the children's ICU was awesome. My daughter has seasonal asthma and has been hospitalized in the past, but she has never been in ICU. The staff made me feel comfortable and kept me very informed. Each time my daughter was hospitalized it was with GHSU. I have always been pleased with the children's' units. I recommend the children's hospital to anyone with a sick child. Echocardiology: How I would love to see valet parking available at this facility! Everyone I encountered was courteous, efficient, professional & compassionate! GRTC: This was my first experience at this hospital and it was a pleasure to see all the smiling faces. I am 82 years of age and my diagnosis was a shock, but thanks to my doctors I am doing well without too many problems. Everyone was very attentive, helpful, and friendly.
16 Patient Experience Comments Dermatology services: Dr. Davis and her staff are good people. The care and mental support they gave me was a blessing. I wish more health care workers were like them. It would make healing a lot better. I give thanks for them daily. Thank you very much. Emergency Department: My visit was very pleasant; the staff was helpful. The worst part was parking. There weren t any empty spaces the patient parking deck. It was very upsetting knowing I had a hurt child and had to creep through the parking deck for 20 minutes to not find a spot. Endocrine Clinic: My nurse Elaine always makes my visit pleasant. However, there is one receptionist that makes my visits unpleasant. She's rude and she ignores you. She's not pleasant at all. Internal Medicine: Dr. Lee Merchen is exceptional and I could not be more pleased and grateful for the way she has cared for me in the few months I have been seeing her. I do not believe other physicians would have been as attentive, thoughtful, responsible and persistent in tracking down a diagnosis. I give her the highest possible praise.
17 Improvement Ideas Several times a day the waiting room needs to be checked. Staff should tidy the waiting room, rearrange the magazines, and if possible make sure relaxing music is playing. This adds to a pleasant environment that starts the visit off right. Acknowledge a patient's presence immediately, using eye contact, a smile and introducing yourself by name and title (or department). When possible, place yourself at the patient's eye level and ask how they would like to be addressed. Asking the patient "How are you most comfortable?" or "What are you most worried about?" are great ways to start a conversation with the patient and communicate a higher level of sensitivity to the their individual needs. Include risk managers in "executive rounding." This is a great way to see and perhaps prevent safety issues that may occur later. The risk manager may be able to provide how a safety issue can lead to a claim down the road. Remember to always acknowledge the patient and family members. Introduce yourself. Identify the process for the duration of the visit. Explain information and procedures clearly. Thank you for visiting GHSU. Also known as AIDET.
18 Patient-and Family-Centered Care means putting patient and families first. It means putting ourselves in their shoes and treating them like we would want to be treated. - Chris Miller Director, Facilities Services
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