service excellence suburban hospital physician orientation johns hopkins medicine 2010-2011
TRANSCRIPT
Service Excellence
Suburban Hospital Physician OrientationJohns Hopkins Medicine
2010-2011
Service Excellence
The Positive Patient Experience: Physician Benefits
Perceived quality of care by patients and family members Improved reputation in the community Increased referralsHigher scores on public reportingBetter communication with hospital staff, patients and family
membersFewer phone calls/call backs from staff, patients and families
Service Excellence-HCAHPS Survey
What are the Physician Questions on the HCAHPS Survey?Respondents answer: Always, Usually, Sometimes or
Never
During the hospital stay, how often did the doctors treat you with courtesy and respect?
During this hospital stay, how often did doctors listen carefully to you?
During this hospital stay, how often did doctors explain things in a way you could understand?
Service Excellence-Press Ganey Survey
Our logo with letter attached
Inpatient, Outpatient, ED and Surgery pts.
Standard QuestionsReading Level – 6th gradeFlows Pt. ExperienceLikert Scale 1-5CommentsConfidential not
Anonymous
Physician Questions
What are the Physician Questions on the Press Ganey Survey?
What is your overall opinion of the care you received from the physicians?
How would you rate the courtesy of the physicians?Did you receive answers from the physicians?Did the physicians seem to know what they were doing?Were you satisfied with the thoroughness of the care?
Did the physicians explain their treatment to you?
The Survey Scale
Responses are converted to a 0-to-100 scale in the reports
Survey
Very Poor
Poor
Fair
Good
Very Good
Report
Very Poor
Poor
Fair
Good
Very Good
1
2
3
4
5
0
25
50
75
100
Service Excellence
Contact Information
301-896-2000