Patient Experience
Define Patient Experience
The sum of all interactions shaped by an organization's culture that impact that patient's perception across the continuum of care
What is the "S" in SPIRIT Values?
Service
What is the main hospital phone number?
443-777-7000
How many HRO Principles are there?
5
Reluctance to Simplify
Deference to Expertise
Sensitivity to Operations
Commitment to Resilience
Preoccupation with Failure
What are our visiting hours?
7 days a week 10am-9pm
What is the inpatient patient experience survey called?
HCAHPS
Who is a rapid response called for?
Admitted inpatients only
What two associates on our team received HeRO Awards earlier this year?
Steve and Carolyn
What is the standard greeting expected for each patient guest relations associate?
Welcome to MedStar Franklin Square, how can I help you today?
Who is our patient experience survey vendor?
Press Ganey
What value inspires us to always seek better ways of solving problems and improving care?
Innovation
What is the first thing you should say when answering a hospital phone call?
Hello, this is Bethany. Thank you for calling MedStar Franklin Square. How may I help you?
This principle means adjusting quickly when things change unexpectedly.
Commitment to Resilence
What does BOLO stand for?
Be on the lookout
This concept means putting yourself in the patient's shoes.
Empathy
This value reminds us of who is always at the center of our decisions and care.
Patient First
What code does nursing call when someone is in cardiac arrest?
Code Blue
What is the ultimate goal of being an HRO organization?
ZERO Harm
Guest comes in and wants to file a formal complaint. What do you do?
Escalate to Bethany for assistance or provide patient advocacy card
During this hospital stay, how often did nurses, doctors, and other hospital staff work together to care for you?
Respect
What does ELVO stand for?
Emergent Large Vessel Occlusion
This type of environment encourages employees to report errors and near misses without fear of retaliation.
Psychologically Safe
Without looking at the wayfinding guides, explain how to get to the Center for Digestive Disease from the Tower Lobby.
Take elevator behind me to the 2nd floor and take a right, past the crabs. Follow the hallway down to the Oriole bird and take a right. When the color of the hallway changes, make your next left. Keep walking straight until you see the sign for Center for Digestive Disease. You will take a right down that hallway.