Survey
What is the name of our official patient satisfaction surveying vendor?
Press Ganey
Who is responsible for offering Service Recovery?
Everyone
Who is patient relations?
A resource patients, families, physicians and staff
T/F the majority of Emory Clinic Patients who fill out a survey are disgruntled or angry?
False
It takes no more than ___seconds to make a meaningful connection with your patient.
56 seconds
What does a "Top Box" score mean as it is related to patient satisfaction measurement?
Percentage of patients scoring a "9 or 10" for overall rate your provider
What do our patients want the most when it comes to service recovery?
Apologize and try to find a solution to resolve my issue
What does the patient relations team do?
Ensure that patient and/or family concerns are handled timely and efficiently, including adhering to regulatory standards.
What are the values of Emory Healthcare?
Caring, Excellence, Integrity & Value
____% of consumers look for patients' feedback and ratings when seeking a new doctor
71%
What parts of the visit are surveyed for feedback to our patients?
All
What is service recovery?
Making things right after something has gone wrong. Rebuilding positive feelings and satisfaction. Learning from our customers and each other.
As an Emory employee when do you reach out to patient relations?
1. When a patient or family member requests a patient & family advocate.
2. Patient concerns involving quality of care
How much does it cost to make a $1 bill?
5 cents
What is the largest bone in the body?
Femur
How many questions are on the patient feedback survey?
17
What are the methods of service recovery?
How do you report a complaint?
What is the most popular state bird?
The Northern Cardinal (7)
93%