APPROACH TO PROBLEM SOLVING
High priority index questions from HCAHPS and Press Ganey surveys, including overall ratings, communication with RNs and MDs, hospital environment and response to concerns and complaints, were targeted for improvement. These high priority indices served as the basis for redesigning Patient Services using a multi-faceted approach to improve patients’ experiences.
At Thomas Jefferson University Hospital (TJUH), high performance on the Patient Experiences of Care Survey has been driven by a successful multi-tiered approach to patient services:
·Hospital leadership guided and implemented new approaches to ensure excellence in patient services is an ever-present and obtainable goal
·Physician leaders were recruited as champions for service excellence
·Champions in every department developed inter-departmental relationships to deliver a committed front line response to the voice of the customer
Recommended CitationArfaa, PhD, MHSA, Jennifer Jasmine; Line, PhD, Cynthia; Kramer, MSN, RN, Nora; Montoro, RN, Karen; Blob,, Richard D.; Francesco, Maria; Stazi, RN, Jaime; Kunkel, MD, Elisabeth; Krekun, MD, Susan; Mason, RN, Lizanne; Evans, RN, Kathy; Weikel, RN, Lorraine; Clark, MS, OTR/L, Ann D.; Wisniewski, Ray; and Heavens, Teresa, "An Organization-wide Service Improvement Approach" (2013). Department of Nursing papers and presentations. Paper 9.