PRIDE
“NO privacy when verifying medical/personal information as receptionist needed to speak loudly through glass divider”
What is PRIVACY?
“Thank you for choosing LVPG Family Medicine, enjoy your day.”
What is THANK?
“They thanked me for my patience in waiting to see them again.”
What is THANK?
Being able to get a New Patient in today, tomorrow, or the next.
What is the LVPG SERVICE PROMISE?
A place where patients can schedule an appointment with one of their established providers.
What is MyLVHN?
“Everyone is always very kind and friendly. I am always treated with respect.”
What is RESPECT?
“I’m very sorry for this delay, I understand your time is valuable as well”
What is APOLOGIZE?
“The appointment was great, however at check-in I had to wait to be acknowledged because the staff was too busy discussing a birthday party.”
What is ACKNOWLEDGE?
"Unfortunately, there are no available appointments at our practice today but I could help find you an appointment at one of our other offices” is an example of:
What is CROSS-PRACTICE SCHEDULING?
An electronical process that allows patients to verify their personal information, verify/add or edit their insurance information and pay their co pay prior to coming into the practice via MyLVHN portal.
What is E-Check-In?
“This practice is fabulous - great systems and more importantly, great guidance and empathy.”
What is EMPATHY?
“I really appreciated that she listened to my complaints and left me ask questions.”
What is HEAR?
“She listens, explains things step by step and provides options and recommendations based on your needs. She is kind and easy to talk to.”
What is EXPLAIN?
Patients leaving our LVPG and LVHN walls to receive services from out-of-network providers, resulting in significant business losses is called...
What is OUTMIGRATION?
A way to talk with and see an LVHN provider through your internet-connected smart device (mobile phone, tablet or computer). It is appropriate for minor concerns/illnesses for patients 3 years and older.
What is a Video Visit?
"My doctor is terrific. She most definitely listens to me, involves me in plan for care."
What is INVOLVEMENT?
“Put yourself in my shoes. I’m important, I matter and I want to know you care.”
What is EMPATHY?
“The doctor was running a full hour late, and no one at the reception desk bothered to tell me when I checked in...”
What is DURATION?
At check out, we can make appointments for patients for Dexa Scans, Mammograms, and even certain specialties. This is called…
What is DIRECT SCHEDULING?
“Every time I come into the facility your staff is - they treat me and my children with the utmost dignity. I really do appreciate it.”
What is DIGNITY?
"I see that you have been waiting for a while now, I will go check with the Clinical staff to see how much longer it will be until Dr. Jones will see you. I’ll be right back with this information for you."
What is RESPOND?
“The medical assistant that brought us back, however, didn't introduce herself and was very rude and short with myself and our son. She didn't explain what she was doing (he has difficulty at the doctor’s office) and acted annoyed when asked to do so.” (TWO)
What are INTRODUCE AND EXPLAIN?
LVPG has more than 100 practices strategically located throughout multiple counties to accommodate this major patient concern.
What is ACCESS TO CARE?
Name an external place where patients can schedule a New Patient appointment.
What is ZocDoc or HealthGrades?