Service Excellence

1. Service Excellence Suburban Hospital Physician Orientation Johns Hopkins Medicine 2010-2011

2. Service Excellence • The Positive Patient Experience: Physician Benefits • Perceived quality of care by patients and family members • Improved reputation in the community • Increased referrals • Higher scores on public reporting • Better communication with hospital staff, patients and family members • Fewer phone calls/call backs from staff, patients and families

3. 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?

4. Service Excellence-Press Ganey Survey • Our logo with letter attached • Inpatient, Outpatient, ED and Surgery pts. • Standard Questions • Reading Level – 6th grade • Flows Pt. Experience • Likert Scale 1-5 • Comments • Confidential not Anonymous

5. 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?

6. 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

7. Service Excellence Contact Information 301-896-2000