Staff Meeting

Patient Experience

100

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

200

What is the inpatient patient experience survey called?

HCAHPS

300

Who is our patient experience survey vendor?

Press Ganey

400

This concept means putting yourself in the patient's shoes.

Empathy

500

This question is MFSMC's FY26 President's Goal.

During this hospital stay, how often did nurses, doctors, and other hospital staff work together to care for you?

SPIRIT Values

100

What is the "S" in SPIRIT Values?

Service

200

What is the SPIRIT Value that means doing the right thing when nobody is watching?

Integrity 

300

What value inspires us to always seek better ways of solving problems and improving care?

Innovation

400

This value reminds us of who is always at the center of our decisions and care.

Patient First

500

This value involves treating everyone with dignity, regardless of background or role.

Respect

Operators

100

What is the main hospital phone number?

443-777-7000

200

Who is a rapid response called for?

Admitted inpatients only

300

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?

400

What code does nursing call when someone is in cardiac arrest?

Code Blue

500

What does ELVO stand for?

Emergent Large Vessel Occlusion 

HRO (High Reliability)

100

How many HRO Principles are there?

5

Reluctance to Simplify

Deference to Expertise

Sensitivity to Operations

Commitment to Resilience

Preoccupation with Failure

200

What two associates on our team received HeRO Awards earlier this year?

Steve and Carolyn

300

This principle means adjusting quickly when things change unexpectedly. 

Commitment to Resilence

400

What is the ultimate goal of being an HRO organization?

ZERO Harm

500

This type of environment encourages employees to report errors and near misses without fear of retaliation.

Psychologically Safe

Greeters

100

What are our visiting hours?

7 days a week 10am-9pm

200

What is the standard greeting expected for each patient guest relations associate?

Welcome to MedStar Franklin Square, how can I help you today?

300

What does BOLO stand for?

Be on the lookout

400

Guest comes in and wants to file a formal complaint.  What do you do?

Escalate to Bethany for assistance or provide patient advocacy card

500

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.