This costs nothing and is easy to do every time we greet a patient, visitor or community member
What is to smile?
100
Hospital Compare is the website that patients use to assess what kind of data?
What is patient satisfaction data?
100
These religious and ethical directives serve as the foundation of our faith-based system
What is Catholic health care?
100
Novi, Michigan, is the headquarters for who?
What is Trinity Health?
100
From November 2011 - April 2012, Mercy inpatients rank this question at the 71st percentile
What is Likelihood of Recommending?
200
This is what we can reduce in our patients and families by our caring and compassion
What is anxiety?
200
What is most important to patients and families?
What is caring and communication?
200
Our Mission statement calls on us to heal the body, mind and......what else?
What is the "spirit"?
200
Trinity strives to create this for every patient
What is a personalized experience?
200
This makes up for 93% of personal interactions
What are non-verbals?
300
What are the drivers of an excellent patient experience?
What is respect, responsiveness and ability to lessen anxiety?
300
Upon entering a patient's room, these are three of the most important things a staff member can do
What is handwashing, introducing yourself and smiling?
300
Among the Core Values of Mercy Hospital are: Respect, Social Justic, Compassion, Excellence and....________?
What is "Care of the Poor and Underserved?"
300
Trinity calls on each of us to honor those we serve with reverence and ______________ every time
What is respect?
300
This communication model calls on us to speak from these two things?
What is our heart and our head?
400
68% of patients leave a hospital system because of an attitude of ________ on the part of staff
What is indifference?
400
Trusted Health Partner for Life is the goal of Mercy Hospital and _____________________
What is Trinity Health?
400
Annually Mercy provides $3,000,000 in what type of care?
What is Charity Care?
400
Trinity believes that those who work at Mercy can transform their gifts and passion for ________ into living models of our Mission and Core Values
What is people?
400
This action is what we do when patients make us aware of service failures
What is Service Recovery?
500
EIC stands for what?
What is Excellence In Care?
500
This accounts for 55% of interpersonal communication?
What is body language?
500
The Cadillac Community donated $1,000,000 to the Mercy ER renovations, and donated another $1,000,000 to what other departmen currently undergoing renovation?
What is Surgical Services?
500
Although patient satisfaction is important, what other group of individuals is Mercy committed to achieving high levels of satisfaction with?