Leigh I. G. Iverson, MD (May 2017)

Leigh I. G. Iverson, MD, ACS Fellow 5 stars
"Excellence in healthcare requires collaboration between the provider side and the patient as well as his or her family. Excellence 24/7's P
atient Outreach provides an effective method of obtaining and effectively utilizing access to the collaborative process."






Press Rooms

Excellence 24/7 Empowers Patients

Early Action Boosts Patient Satisfaction

The Community Hospital of Monterey Peninsula (CHOMP) developed a system to receive real-time feedback from patients that allows staff to address patient needs immediately. It’s widely known that early detection and treatment of diseases can improve patient outcomes. Now, radiologists at the Community Hospital of the Monterrey Peninsula (CHOMP) in coastal California are applying similar logic to patient experience issues — and are seeing higher patient satisfaction scores, fewer patient no-shows, and departmental cultural improvements as a result. 

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Capture Real-Time Patient Experience Feedback in Imaging

"With high accountability and a shift to more positive feedback overtime, monthly surveys focused on overall quality revealed a shift from 77.2% in 2014 to 92.2% by 2016. With time came the opportunity to celebrate staff performance while also having fun with the patients. It is not uncommon for LoMonaco to drive to one of his locations with an orchid in hand, provide much needed patient face-time to deescalate a situation, and leave the experience asking "is there anything more I can do for you before I leave?" 

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Improving Consumer Experience: Lessons From Other Industries

1. Understand practices and techniques leveraged in other industries to understand and enhance consumer experience.
2. Discuss how some of those learnings translate into leverage-able techniques for healthcare providers.
3. Look at a case study for capture of and acting on insights real-time, and understanding its effects and potential. 

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Achieving 24/7 Excellence-As Measured By HCAHPS

"Imagine the impact an immediate response has upon a patient. Healthcare is about life and death, and the more directly and immediately the patient is involved, the more positive the patient's experience. E-24/7 has changed, for the better, patient perceptions of CHOMP. Our approval scores doubled following the implementation of E-24/7 in October 2013." 

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Patient-Centered Radiology Strategies

"'Empowering patients-and employees, for that matter-to communicate with us in real time has been and continues to be a game-changer when it comes to raising patient satisfaction levels, 'LoMonaco says. 'It's easy to turn a situation around while the patient is still at the hospital. Once the person is out the door, it becomes much more difficult.'

"The hospital also sends emails to patients prior to their appointments. In addition to a 'thank you' for choosing CHOMP for their imaging exams, these communications feature a link patients can click to convey any needs or questions they may have before the appointment. Other specifics provided in those messages include the location of the exam and what the co-pay will be, if there is one.

"'Empowering patients to control their own experience is a cornerstone of patient-centric care, and this is just another method of empowerment,' LoMonaco says.

"Patient-centered radiology and patient-centered radiology strategies will undoubtedly continue to emerge and evolve as healthcare reform marches on and an increasingly educated, highly engaged base of patients seeks tighter control of their own healthcare destiny. To survive in an era and environment where value is king, private practices and hospitals alike will need to embrace these strategies with open arms." 

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How To Improve Patient Experience In Real Time

"And the percent of patient satisfaction scores that were reported as "excellent" went up from 77.2 percent before the program to 92 percent one year later and 92.2 percent two years later." 

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Using Consumer Insights to Improve the Patient Experience

"On a national scale, the radiology department went from the 69th percentile in 2016 to the 83rd percentile so far this year among hospitals receiving patient satisfaction ratings of 'excellent' for 'overall quality.' For the first quarter of 2017, 75 percent of people surveyed rated the overall quality of the department as 'excellent,' and another 23 percent rated it as either 'good' or 'very good.'" 

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How One Hospital Repositioned Their Brand Through Consumer Strategies

"SHSMD 2016 was rife with phenomenal presentations. But one in particular stood out to me because, through one initiative and widespread culture shift, the Community Hospital of the Monterey Peninsula (CHOMP) completely repositioned their brand from the perspective of their patient community—and earned a position in the top 2% for all hospitals nationwide for quality." 

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