1. Press Ganey & Customer Service
What are the scores telling us?

2. Keep this in mind:
Which ONE area of our team’s performance with patient’s would we want to improve most?

3. What is Press Ganey? Measures patient experience
Goal to improve patient/hospital outcomes

4. How are we scored?
Patient satisfaction surveys are sent to those who experienced an inpatient stay at Soin Medical Center
Survey’s are sent after patient has been discharged
Survey consists of 3 questions

5. History of Scoring Traditionally our scores vary monthly
Greene Medical Center latest scores:
Temperature of food: 81
Quality of food: 66
Courtesy of person serving food: 55

6. Lag vs. lead measures
Lag measure – by the time we receive the data the result has already happened
Lead measure - measures of the most high impact things your team must do to reach the goal

7. What do we want to do? Focus on the Wildly Important Goal
Act on Lead Measures
Keep a Scoreboard
Create Accountability

8. Focus on the Wildly Important Goal:
Wildly Important Goal aka WIG should be
Measureable
specific
Our WIG:
improve customer service and keep courtesy Press Ganey score at or above 90% at all times

9. Act on Lead Measures:
Café team – goal is to increase ticket sale to ____
Ambassadors – spend more time with patients to create face to face relationships
Supervisors – complete more frequent audits/rounding

10. Keep a Scoreboard: People play differently when keeping score
Our scoreboards:
Bulletin boards
WIG sessions

11. Create Accountability:
Weekly/monthly WIG sessions
Quick meetings
Updates on actions taken
Hold each other accountable for producing results

12. We are relying on YOU!
You are the experts
Share your ideas!

13. Share your thoughts:
Which ONE area of our team’s performance with patient’s would we want to improve most?