Improving Patient Satisfaction at a Large Specialty Hospital in New York City
Learn More About Our Solutions
    Check All That Apply

Download Our FREE Guide!

6 Ways to Optimize Performance Through Openness & Accountability

By: Lorin Gold

Organization:

A large specialty hospital in New York City

Issue:

Patient satisfaction, as measured by Press Ganey, one of the top two satisfaction measurement companies in healthcare, was below standards in the area of “person cleaning the [patient] room” (Environmental Services personnel). Patient satisfaction scores were tied to performance evaluation for managers. Efforts to make all equipment silent, reduce intrusions, etc. had no impact on scores.

Outcome:

Patient satisfaction numbers increased following initial training to acceptable measures (90th+ percentile of similar hospitals) and remained at or above acceptable levels for over ten years following the start of the project. As a result, other departments within the hospital plan to use the same interventions.

Process:

Two-day plus one follow-up day training based on The Human Element® in Customer Service for all Environmental Services personnel including all managers, followed initially by monthly all-team meetings and follow-up training. Later, a three-day training program was instituted – along with a one day refresher program six months after. All new employees entering the department receive the training and join the monthly meetings.

Consultant/Company:

Internal organizational development specialists
Gary Copeland, Master LHEP, Founder, Copeland Consulting
Ethan Schutz, Master LHEP, President, The Schutz Company

Country:

U.S.A.

Download the Summary