Patient satisfaction

A Quicker and Safer Trip, Door to Door

Coordinating transport times with other departments, and ensuring labs and meds are ready
Ordering new, wider and more accessible chairs to make it easier to move patients
Creating a new and dedicated transporter position to faciliate trips

What can your team do to work effectively with other teams? What else could your team do to better understand patients' needs?

scarrpm Fri, 12/16/2016 - 09:58

A Little Communication Goes a Long Way

What can your team do to improve communication among its members?

scarrpm Tue, 12/13/2016 - 17:34

A Patient’s Call Deserves a Response—Always

What can your team do to allocate staff time and attention effectively and strategically?

scarrpm Tue, 12/13/2016 - 17:01

If the Phone Rings, You Answer

Correcting wrong numbers in the Patient Member Handbook
Handling calls directly instead of routing to call center, adding voice mail and returning messages hourly
Wearing wireless headsets to take calls remotely

What can your team do to look at its work through the eyes of the patient?

Standardizing pain medication schedules, and include follow-up calls after discharge
Reassessing patient and communicating with her when next med is scheduled
Reinforcing the idea that “every patient is my patient” and have "no-pass" policy

What can your team do to to put the patient at the center?

What can your team do to look at a hospital stay through the eyes of a patient?

Identifying eligible members for colorectal screening
Developing a personalized story for each patient to make it relevant
Creating a follow-up process to ensure patients are following through with the test

What can your team do to customize your outreach to patients?

Communicating with the customer
Addressing the customers’ complaints
Getting the entire team involved in making an effort to improve customer service

What can your team do to listen to and address feedback from patients and members?

What can your team do to consolidate resources and improve efficiency?

Developing cards so patients can ask questions and raise concerns
Collecting the cards at patient discharge, and make sure there are no unanswered questions
Addressing the concerns to elevate service

What can your team do to listen to what your patients are telling you they want and need?