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

http://www.georgiahealth.edu/qualitycare/heroes.html

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%


Physician Office - CGCAHPS Surveying Area

Overall

Rating

Willingness to

Recommend

Follow Up

on

Test Results


Communication

Office Staff


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%


Physician Office - CGCAHPS

Surveying Area Overall Rating Willingness to

Recommend

Follow Up

on

Test Results


Communication

Office Staff


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%


Physician Office - CGCAHPS

Surveying Area Overall Rating Willingness to

Recommend

Follow Up

on

Test Results


Communication

Office Staff


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%


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


88.88 89.54 91.29

Outpatient Behavioral Health

Inpatient Behavioral Health


93.59 94.41 96.57


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


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


Outpatient


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


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


Sleep Lab 88.17 1st Below Threshold

Gamma Knife 93.98 87th Exceeded Target


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

http://www.searchquotes.com/quotation/Our_inner_strengths%2C_experiences%2C_and_truths_cannot_be_lost%2C_destroyed%2C_or_taken_away._Every_person_/31335/

patient satisfaction report january 2013 fytd...patient satisfaction report january 2013 fytd...

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