Patient Satisfaction Report January 2013 FYTD...Patient Satisfaction Report January 2013 FYTD...
Transcript of Patient Satisfaction Report January 2013 FYTD...Patient Satisfaction Report January 2013 FYTD...
Patient Satisfaction Report
January 2013
FYTD
Georgia Regents Medical Center
Family Services Development
Health Care Champion
Kim Allen, Director of Child Life and Adolescent Services, has been selected as the next Health Care Champion. Kim is very outgoing and engaged with the staff, patients and families of the Children’s Hospital of Georgia. She is quick to intervene for the patient’s best interest and is the first to offer assistance to units when children are involved. She recently helped some children deal with the passing of a loved one which was a very difficult experience. In addition, she finds creative ways to provide normalcy for children who are visiting the hospital for surgery by conducting "medical play" that emulates the surgical experience which helps patients understand what to expect before surgery. Kim has been the epitome of an employee striving for the best for our children.
Meet our Champions
Overall
Rating
Willingness
to
Recommend
Communication
with
Nurses
Communication
with Doctors
Communication
about
Medications
Responsiveness
of
Hospital Staff
Discharge
Information
Pain
Management
Cleanliness
of Hospital
Environment
Quietness
of Hospital
Environment
68%
73%
76%
78%
64%
56%
84%
67%
67%
64%
Executive Summary
Adult Inpatient (HCAHPS)
Physician Office (CGCAHPS)
Threshold (85%) Target (90%) High Performance (95%)
Overall
Rating
Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
82% 89% 74% 57% 89% 89%
Slides 3-7 represent CAHPS (Adult Inpatient and Physician Office)
scores only. Avatar survey results are reported on slides 8-12.
Inpatient - HCAHPS
Surveying
Area
Overall
Rating
Willingness
to
Recommend
Communication
with
Nurses
Communication
with
Doctors
Communication
about
Medications
Responsiveness
of
Hospital Staff
Discharge
Information
Pain
Management
Cleanliness
of Hospital
Environment
Quietness
of Hospital
Environment
3 NSC
71% 72% 70% 70% 59% 59% 81% 59% 74% 61%
4 South
75% 72% 73% 76% 63% 47% 88% 67% 58% 67%
4 West
64% 67% 74% 82% 63% 59% 90% 65% 69% 64%
5 North
72% 81% 80% 81% 72% 65% 85%
77% 75% 70%
5 West
68% 69% 72% 84% 64% 43% 80% 61% 48% 59%
6 Card
Tele
76% 76% 81% 81% 67% 64% 84% 64% 67% 62%
6 South 55% 70% 70% 76% 65% 48% 81% 53% 65% 56%
7 Med 68% 73% 77% 79% 64% 54% 80% 67% 65% 58%
8 ADT 64% 77% 85%
86%
79% 69% 88% 76% 70% 90%
Threshold (85%) Target (90%) High Performance (95%)
Physician Office - CGCAHPS Surveying Area
Overall
Rating
Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
Adult Neuroscience
Clinic
83% 90% 70% 56% 90% 94%
Allergy Clinic 80% 95% 75% 70% 94% 66%
Cancer Center 90% 91% 79% 69% 91% 91%
Cardiology Clinic
84% 91% 75% 74% 90% 90%
Coumadin Clinic
85% 94% 99% 80% 93% 94%
Dermatology Clinic
89% 92% 92% 56% 92% 92%
Dermatology Surgery
95% 95% 99% 53% 91% 94%
Endocrine Clinic
75% 88% 62% 54% 92% 88%
Eye Care Services
80% 90% 82% 55% 89% 88%
Family Medicine
75% 75% 83% 39% 84% 79%
GI Medicine Clinic
67% 78% 45% 35% 82% 82%
Infusion 87% 90% 95% 68% 93% 90%
Internal Medicine
89% 91% 76% 61% 97% 85%
Medicine Continuity
Clinic
77% 76% 64% 32% 78% 90%
Threshold (85%) Target (90%) High Performance (95%)
Physician Office - CGCAHPS
Surveying Area Overall Rating Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
Medicine IV 83% 86% 46% 51% 89% 92%
Nephrology Clinic
71% 86% 48% 58% 82% 86%
MS Clinic 84% 90% 71% 44% 91% 96%
Orthopedic Clinic
77% 78% 77% 62% 79% 89%
ENT Clinic 73% 91% 79% 68% 85% 94%
PRE-Kidney 82% 86% 64% 75% 94% 99%
Post-Transplant Clinic
88% 94% 83% 69% 91% 93%
Orthopedic Clinic
77% 78% 77% 62% 79% 89%
Pain Management
75% 83% 99% 41% 79% 93%
Plastic Surgery Clinic
82% 86% 50% 66% 87% 95%
Threshold (85%) Target (90%) High Performance (95%)
Physician Office - CGCAHPS
Surveying Area Overall Rating Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
Pulmonary Medicine Clinic
81% 92% 90% 60% 90% 79%
Rheumatology Clinic
84% 92% 75% 54% 93% 75%
Senior Center 91% 91% 82% 50% 94% 90%
Sports Medicine Clinic
91% 94% 84% 45% 92% 93%
Surgery 88% 95% 68% 55% 92% 91%
Surgery - Trauma Surgery Clinic
99% 99% 99% 48% 95% 99%
Urology Clinic 67% 78% 61% 43% 77% 92%
Women's Health 88% 89% 71% 68% 92% 94%
Threshold (85%) Target (90%) High Performance (95%)
Pediatric Inpatient
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
92.05 92.65 94.21
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
5C 94.34 90th Exceeded High Performance
4C 84.34 6th Below Threshold
PICU 88.74 39th Below Threshold
PICU Touch
Station
82.88 2nd Below Threshold
NICU 90.50 59th Below Threshold
NICU Touch
Station
89.42 47th Below Threshold
Surveying Area
FY 12
Mean Score
FY 12
Percentile
Results
PEME (Peds) 92.63 94th Exceeded High Performance
EDOU (Obs) 72.31 1st Below Threshold
EMER (Adult) 75.95 1st Below Threshold
ED Touch Station 86.90 57th Below Threshold
Emergency
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
88.88 89.54 91.29
Outpatient Behavioral Health
Inpatient Behavioral Health
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
93.59 94.41 96.57
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
88.91 89.85 92.34
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
OP Behavioral
Health
98.31
94th
Exceeded High Performance
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
3 South
95.03 96th Exceeded High Performance
9 North 88.22 71st Below Threshold
Ambulatory Surgery
Pediatrics Surgery
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
94.41 94.67 95.36
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
Ambulatory
Surgery
90.34 2nd Below Threshold
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
Pediatric
Surgery
93.57 55th Below Threshold
Outpatient
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
93.16 93.45 94.21
Surveying Area
FYTD
Mean Score
FYTD
Results
Mammography
Services
95.96 98th Exceeded High Performance
OT 84.78 1st Below Threshold
Speech Therapy 95.79 98th Exceeded High Performance
Sports Medicine
PT
89.83 10th Below Threshold
CAT Scan 91.99 50th Below Threshold
OB Ultrasound 88.00 2nd Below Threshold
EMG 90.80 24th Below Threshold
Endoscopy 92.90 70th Below Threshold
PT 88.86 3rd Below Threshold
GRTC 95.00 95th Exceeded High Performance
Outpatient
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
ACC Lab 90.13 14th Below Threshold
Echocardiogram 93.83 85th Exceeded Target
EEG 87.34 1st Below Threshold
X-ray 92.04 51st Below Threshold
Radiology
Ultrasound
92.74 66th Below Threshold
Sleep Lab 88.17 1st Below Threshold
Gamma Knife 93.98 87th Exceeded Target
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
93.16 93.45 94.21
Report Conventions
The following icons are used to convey the tone of patient feedback:
Positive Mixed Negative
Patient Experience Comments
4 South: The care I received from the staff, nurses and doctors was exceptional. Everyone always took their time to explain things to me. I really appreciate the "special" attention given to my family.
5C: The night shift crew was very lazy, and they need to improve on getting around to patients' rooms without taking a long time. You can call for them one minute and then it takes them a long time to come. Congratulations on a wonderful day shift crew, they were excellent. The meals were not warm; they were always cold and not good at all for any child to eat.
6 South: Everyone was very friendly and made my stay comfortable. This is a very good hospital!
7 South: Everyone I came in contact with was professional, compassionate and showed genuine concern about my needs. The nursing staff was incredible. They attended to my every need. All shifts are to be commended. Thank you for a pleasant stay.
8 West: Everyone was extremely professional and nice. Mamie Ware was very caring and helped me relax. The only down side was the wait before surgery, but I understood other surgeries were taking place.
Cancer Center: I have found the staff to be extremely proficient. I enjoyed all my dealings with them. They were very polite and respectful of my needs. Thanks for taking care of every appointment necessary with the main hospital for my lab work. I am very pleased.
Patient Experience Comments
Endoscopy: I have no complaints about the procedure and the services. The staff was friendly and
helpful. However, I had to wait an extra hour in the waiting room after my appointment was
scheduled.
Outpatient Behavioral Health: I called three times to try and make an appointment and the clerks
were not in the office so I left messages that were not returned. When I finally reached someone I
was told the doctor was not seeing new patients and I would have to wait months for an appointment.
Pediatric Urology: Dr. Donohoe and his staff are caring and wonderful! We have been going to this
office for seven years and I have never had a complaint. Thank you for your care and understanding
with sensitive situations. I used to have to wait longer in the back waiting rooms, but it has shortened
a lot lately. I couldn't have asked for better care.
Radiology Ultrasound: The staff was very courteous, professional and polite. I have been coming
here for years and everyone is always so helpful. Top notch!!
Sports Medicine: Tim Wixson is very knowledgeable and catering to my needs. He always provides a
high level of care.
Improvement Ideas
Go over your data with staff monthly. They will be able to see what your patients are saying about
all aspects of their experience. Also, have them help to monitor their own progress and see if they
can come up with ways to improve. The more involved the staff is, the better the patient's
experience will be.
Consider giving all new patients a welcome letter. The letter should provide insight into the kind of
care your patient can expect to receive, help ease the transition to a different practice (if applicable)
but most important to help the patient feel familiar with you and your practice.
When processing "new patient" packets by mail or email include directions to your office. This will
reduce patients arriving late. Finding your department can be somewhat overwhelming especially
for someone who feels bad.
Since delays are inevitable, it is very important to acknowledge any delays, apologize for delays. Do
NOT make excuses such as "we are short staffed," and assure the patient that the same time and
attention afforded other patients will be given to them. Tell the patient, "Thank you for waiting" OR "I
am sorry for keeping you waiting; I am here now and you have my full attention."
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 the patient
and family for visiting GHSU. Also known as AIDET.
“Every person has an inborn worth and can contribute to the human community. We all can
treat one another with dignity and respect as we provide opportunities to grow and help one
another discover and develop our unique gifts.”
- Unknown