PRESS GANEY
The process used to fix/address dissatisfied patients and/or families by identifying and fixing problems or making amends.
What is Service Recovery?
This question best measures the patients overall experience with MMC.
What is rate the Hospital 0-10.
2nd step in the 3-step process.
What is narrate your care/service.
This is key to improving our patient's experience
What is Communication?
MMC had just 99 beds upon opening in.
What was 1970
TRUE/FALSE: When patients/families are asked how well the team worked together to care for them - they only consider the clinical care team and treatment.
What is FALSE.
Patients/families also consider processes, standards, and behaviors exhibited by all staff.
This population is eligible to receive an HCAHP survey.
What are patients discharged home.
3rd Step in 3 step process.
What is Fond Farewell.
"I Can't". "That's not my job". "We're short-staffed". "That's not my patient".
What are things not to say?
In 1996, MMC became affiliated with this large non-profit health system.
What is Sutter Health?
True/False Press Ganey leads the healthcare industry in supporting healthcare providers transform the patient experience and create continuous, sustainable improvements.
What is TRUE?
The 6 Ps of Purposeful Rounds.
What is Pain, Potty, Position, Plan of care, Pick-up, and Proximity (of personal items).
Bedside Shift report, Communication Boards, Purposeful Rounding, Leader Rounding, and Standard Communication Practice.
What is the RN Bundle.
The people responsible for Service Excellence at MMC.
Who is EVERYONE?
MMC is recognized as this level of trauma center, providing high-quality emergency care.
Building relationships with our patients so they know we are going to do what we say we are going to do is a way to gain _____
What is Trust?
75.6% Top Box Score
What is MMCs Patient Experience goal for 2025?
1 step in 3 step process.
What is Warm Welcome.
HCAHPS is important for these 3 reasons.
What is the voice of the patient, publicly reported, and reimbursement?
In 2021, Memorial Medical Center received this prestigious award from the Emergency Nursing Association, recognizing excellence in emergency care.
What is the Lantern Award?
The best way to adequately provide effective communications for non-hearing and non-English speaking patients and/or companions.
What is using Line Language Services?
This is the official patient experience surveying vendor.
What is Press Ganey?
ONE Sutter Experience
What is 3 step Standard Communication Practice.
The HCAHPS survey was developed and is monitored by this federal department.
What is Center for Medicare & Medicaid?
From its humble 99-bed beginnings, Memorial Medical Center has grown to offer this many beds today.
What is 423 beds?