Patient Satisfaction Report July 2011 to June 2012 Ending FY2012 Georgia Health Sciences Medical Center Family Services Development
Report Conventions Throughout this report, the following icons are used to convey the tone of patient feedback: Positive Mixed Negative High Performer
Executive Summary Threshold (75 th ) Target (80 th ) High Performance (90 th ) Surveying Area Mean Score 94.28 94.52 95.16 Pediatrics Surgery 92.24 22nd 94.28 94.52 95.16 Ambulatory Surgery 91.83 88.72 89.37 91.09 Emergency 80.07 88.85 89.45 91.05 IP Behavioral Health 90.70 15th 6th 88th Exceeded Target 91.42 91.87 93.04 Adult Inpatient 88.20 29th 93.18 94.03 96.28 OP Behavioral 98.38 95th Exceeded High Performance Health 93.17 93.49 94.32 Outpatient (Test & Treatment) 92.32 59th 93.63 94.07 95.24 Physician 91.28 Office 92.13 92.68 94.14 Pediatric Inpatient 91.18 41st 65th 92.18 92.66 93.94 GHSMC Overall Score 90.68
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.
Health Care Champion Cont. Food & Nutrition Taste Testing with Health Partners Advisory Council
Inpatient Surveying Area 8 ADT 92.75 5 South 93.02 87th 89th Exceeded Target Exceeded Target 6 South 81.96 3 NSC 91.24 1st 72nd 6 Card and Telemetry 90.17 5 North 91.05 58th 70th 4 South 88.26 86.78 7 Med 5 West 84.95 30th 14th 3rd 4 West 85.13 4th Threshold (75 th ) Target (80 th ) High Performance (90 th ) 91.42 91.87 93.04
Pediatric Inpatient Surveying Area 5C 90.85 4C 92.08 PICU 89.67 NICU 89.13 4E 90.79 61st 74th 47th 41st 60th Threshold (75 th ) Target (80 th ) High Performance (90 th ) 92.13 92.68 94.14 Emergency Surveying Area PEME (Peds) 82.67 EDOU (Obs) 87.40 EMER (Adult) 76.55 19th 63rd 1st Threshold (75 th ) Target (80 th ) High Performance (90 th ) 88.72 89.37 91.09
Outpatient Behavioral Health Surveying Area OP Behavioral Health 98.38 95th Exceeded High Performance Threshold (75 th ) Target (80 th ) High Performance (90 th ) 93.18 94.03 96.28 Inpatient Behavioral Health Surveying Area 3 South 92.32 94 th Exceeded High Performance 9 North 87.69 64th Threshold (75 th ) Target (80 th ) High Performance (90 th ) 88.85 89.45 91.05
Ambulatory Surgery Surveying Area Ambulatory Surgery 91.83 15th Pediatrics Surgery Surveying Area Pediatric Surgery 92.24 22nd Threshold (75 th ) Target (80 th ) High Performance (90 th ) 94.28 94.52 95.16
Outpatient Surveying Area Mammography Services 94.25 89th Exceeded Target OT 91.95 51 st Speech Therapy 89.85 Sports Medicine PT 88.54 CAT Scan 92.58 OB Ultrasound 90.01 14th 3rd 64th 15th EMG 92.06 53rd Endoscopy 91.77 PT 95.83 47th 98th Exceeded High Performance GRTC 94.23 89th Exceeded Target Threshold (75 th ) Target (80 th ) High Performance (90 th ) 93.17 93.49 94.32
Outpatient Surveying Area ACC Lab 91..42 40th Echocardiogram 91.42 40th EEG 91.02 X-ray 94.74 32nd 93rd Exceeded High Performance Radiology Ultrasound 90.76 Sleep Lab 88.96 Gamma Knife 94.84 27th 6th 94th Exceeded High Performance Threshold (75 th ) Target (80 th ) High Performance (90 th ) 93.17 93.49 94.32
Physician Office Surveying Area Plastic Surgery 91.87 Neurosciences 91.13 50th 39th Pain 90.66 Comprehensive Cancer 92.51 Dermatology 92.14 Eye Care Services 93.82 32nd 60th 54th 78th Exceeded Threshold Urology 90.96 37 th Pediatrics Practice Site 89.71 21st Internal Medicine 91.32 42nd Threshold (75 th ) Target (80 th ) High Performance (90 th ) 93.63 94.07 95.24
Physician Office Surveying Area Family Medicine 90.01 24th Sports Medicine 93.80 Women s Health 91.01 Cardiology 92.97 78th 37th 66th Exceeded Threshold Otolaryngology 90.81 Orthopedics 90.73 34th 33rd MS Clinic 87.19 CMC Neuroscience 89.24 Post Transplant 94.23 Pre Transplant 88.31 3rd 16th 81st 9th Exceeded Target Threshold (75 th ) Target (80 th ) High Performance (90 th ) 93.63 94.07 95.24
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.
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.
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.
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.
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