1. 2011 Physician Satisfaction Survey Results September 2, 2011

2. FY11 Survey Methodology and Respondent Profile Online and hard copy survey developed and administered by LG Health and distributed to 720 members of medical staff 18% response rate (125 responses) 64 employed physicians 41 independent physicians 20 unknown/did not specify Respondent Profile 38% Specialists 29% Family Practice 24% Did Not Specify/No Specialty Indicated 8% Internal Medicine 2 Note:FY 10 Survey instrument: HealthStream online survey. Response rate: 33%.

3. Overall Physician Satisfaction 91% of respondents are satisfied/very satisfied with Lancaster General Hospital (prior year result: 98%). The percentage of respondents very satisfied decreased from 43% in FY10 to 32% in FY11. 96% of respondents are satisfied/very satisfied with nursing care at Lancaster General Hospital. Satisfaction levels have stayed constant compared with FY10. 79% of respondents are satisfied/very satisfied with the level of LG Health leader and physician communication. The percentage of respondents very satisfied decreased from 20% in FY10 to 14% in FY11. 3

4. Physician Satisfaction with LG Health Information Systems and Ability to Access Patient Data 82% of respondents are satisfied or very satisfied with the LG information systems and the ability to access patient data. However the percentage “very satisfied” decreased from 37% in FY09 to 24% in FY11. (Note: This question was not asked in FY10.) 4 n =119

5. Physician Satisfaction with the Medical Staff and LGH Physician Leadership 90% of respondents are satisfied or very satisfied with the Medical Staff and LG Health Physician Leadership. 5 n = 116 Note: New question for FY 11. Not trend data available.

6. Physician Satisfaction with Physician Participation in LG Health Decision Making 64% of respondents are satisfied/very satisfied with the level of physician participation in LG Health decision making.. 6 n = 114 Note: New question for FY 11. Not trend data available.

7. Physician Likelihood to Recommend Lancaster General Hospital to Family or Friends Needing Hospital Care 74% (92 respondents) definitely would recommend Lancaster General Hospital to family or friends if they needed hospital care (scores of 9 or 10 on a ten-point scale). Satisfaction levels have stayed constant with FY10 (76% definitely recommend/rating score of 9 or 10). 7 n = 124

8. Physicians’ Preferred Method of Communication Communication TypeResponses E-Mail84 Personal/Group Meetings29 Mail27 Medical Staff Meetings23 Newsletter15 Dinner Forums14 Physician Resource Page/Intranet11 Journal of LGH7 8 Email communication is the most preferred method of communication.

9. Recommendations Evaluate appropriate FY12 survey instrument (HealthStream, Advisory Board, ACPE) and limit the number of physician surveys prior to the satisfaction survey rollout. Share survey results with leaders from nursing, e-Health, hospital-based physician leaders, LG Health physician leadership and executive leaders and develop appropriate action plans where needed. Continue to evaluate appropriate opportunities to include physician participation in LG Health decision making. It is equally important to ensure that all physicians understand/are aware of existing physician participation in the decision making process. Communicate results to Medical Staff via general meetings and Progress Notes. Identify action plans as they are developed. 9