The name of our patient satisfaction survey vendor
What is PRESS GANEY
100
Those individuals responsible for service recovery
What is EVERYONE'S RESPONSIBILITY
100
Seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another
What is EMPATHY
100
The year when 500P is scheduled to open for patient care
What is 2018
200
Do this prior to conducting an exam or moving forward with next steps
What is ASK
200
Our organization-wide goal for Likelihood to Recommend scores
What is the 90th PERCENTILE
200
Initial step in offering service recovery
What is an APOLOGY, ACTIVE LISTENING, RESPONDING PROMPTLY
200
The percentage of recently hospitalized patients said compassionate care is very important to medical treatment and can make a life or death difference
What is 80%
200
Stanford Health Care’s Mission
What is TO CARE, TO EDUCATE, TO DISCOVER
300
Offer details about what will come next and if there’s anything else you can do
What is EXIT
300
The percentage of patients scoring you a “5” (Very Good)
What is the TOP BOX SCORE
300
Red bag of amenities that can be offered to patients and families when appropriate
What is a SERVICE RECOVERY TOOLKIT
300
Caregivers who are able to express compassion for patients, families, and each other tend to experience these things
What is HIGHER JOB SATISFACTION, LESS STRESS, LESS SICK CALLS, GREATER SENSE OF TEAMWORK, etc.
300
Number of languages spoken by Interpreter Services
What is OVER 200 LANGUAGES
400
Provide your name, your role, and ensure your name badge is forward facing and above your waste
What is INTRODUCE
400
Questions that are highly correlated with “Likelihood to Recommend” and have the greatest opportunity for improvement
What are PRIORITY INDICES
400
Team of experts that respond to and document complaints and grievances
What is the PATIENT RELATIONS TEAM
400
Outcomes like faster healing of wounds, reduced pain, reduced anxiety, reduced blood pressure, and shorter hospital stays can be the results of what
What is KINDNESS, COMPASSION
400
A system offering quick and easy access to personal health information, at home or on the go
What is MYHEALTH
500
Answer the other person’s questions or concerns, anticipate their needs, and follow-up promptly
What is RESPOND
500
The proportion of mean scores in a distribution that a specific mean score is greater than or equal to
What is the PERCENTILE RANK
500
Number to call if additional assistance is needed in an escalated compliant
What is 650-498-3333
500
Awareness, Emotion, and Action are elements of what behavior
What is COMPASSION
500
Number of Stanford Health Care faculty that have won a Nobel Prize