An Organization-wide Service Improvement Approach

Authors

Jennifer Jasmine Arfaa, PhD, MHSA, Office of Patient and Family Experience, Thomas Jefferson UniversityFollow
Cynthia Line, PhD, Department of Nursing, Thomas Jefferson UniversityFollow
Nora Kramer, MSN, RN, Department of Nursing, Thomas Jefferson UniversityFollow
Karen Montoro, RN, Department of Nursing, Thomas Jefferson UniversityFollow
Richard D. Blob,, Department of Radiology, Thomas Jefferson UniversityFollow
Maria Francesco, Department of Radiology, Thomas Jefferson UniversityFollow
Jaime Stazi, RN, Department of Radiology, Thomas Jefferson UniversityFollow
Elisabeth Kunkel, MD, Department of Psychiatry and Human Behavior, Thomas Jefferson UniversityFollow
Susan Krekun, MD, Department of Medicine, Thomas Jefferson University
Lizanne Mason, RN, Department of Nursing, Thomas Jefferson UniversityFollow
Kathy Evans, RN, Department of Nursing, Thomas Jefferson University
Lorraine Weikel, RN, Department of Nursing, Thomas Jefferson UniversityFollow
Ann D. Clark, MS, OTR/L, Department of Rehabilitation Medicine, Thomas Jefferson UniversityFollow
Ray Wisniewski, Emergency Department, Thomas Jefferson UniversityFollow
Teresa Heavens, Methodist Hospital, Thomas Jefferson UniversityFollow

Document Type

Poster

Publication Date

10-2013

Abstract

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 Citation

Arfaa, 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.
https://jdc.jefferson.edu/dnpp/9