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 – 6 th 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 1234512345 0 25 50 75 100

7. Service Excellence  Contact Information  301-896-2000