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."

 

 

 

 

 

Staff Experiences

Healthcare Staff Survey Responses

After clients work with Excellence 24/7 for six months, we survey department heads and frontline
supervisors who use our tools and interact with us on a daily basis, and we continue to solicit their
feedback on a semi-annual basis thereafter. Staff responses have been as follows.

What works well and what should we do differently, as a part of the patient outreach process?


Testimonial 1

 

"I feel that everything works I
love the communication with
the families and I also enjoy
receiving the feedback good or
bad."

 

 Testimonial 2

 

"The output we receive is
truly great. We found that
this opens up a clear line of communication between us
and families."

 

 Testimonial 3

 

"We are having more patients arrive on time and seem to be having fewer no-shows since
they are being reminded
with the email."

 

 

 

 

 
Testimonial 4

 

"Parents and guardians seem to
love this system! It helps that they can just submit a question and we are personally calling them back
to answer questions and help to alleviate some anxiety about the exam, prior to arriving here for the exam."

 

 Testimonial 5Testimonial 5

 

"The process itself. We seem to seldom have any patients that 'fall through
the cracks.' The ability to handle issues and concerns prior to the patient's
arrival is a tremendous help for both the patient as well as the staff. The
ability to give that added 'we really care about you' is hard to measure. I think
we have experienced an added bonus by having the modality-specific issues
routed to the individual areas. The staff members who have been chosen to
respond to the questions have really taken ownership of that task. They are
made to feel much more a part of the whole patient satisfaction experience.
When a patient and their family have had a great experience, there is a
sense of pride of a job well done that is extremely satisfying."

 

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Have you observed any changes in the workplace as a result of the process?

Testimonial 6

 

"YES, our Press Ganey scores
have gone up and I have even noticed patients are prepped
better because they are able
to inquire directly to the
sonographers when they have
questions about preps."

 

 Testimonial 7

 

"It is great feedback for the
staff. The positive comments
are uplifting and motivating."

 

 Testimonial 8

 

"Staff love to know they were
recognized by name...I love
reading them and emailing
parents etc. I LOVE IT."

 

 

 

 

 
Testimonial 9

 

"We have certainly observed changes
in the workplace. Our staff really
appreciate the positive feedback and
recognition we get from families. As
a supervisory staff, we truly enjoy
providing this lovely as well as often
specific feedback to staff."

 

 Testimonial 10Testimonial 10

 

"Absolutely, we are already seeing patients anticipate getting the surveys.
Our guests are much more relaxed and less stressed coming to a procedure
that they have been able to have all concerns regarding the unknown
addressed prior to arrival. In radiology, the term '24/7' has become simply
part of our vernacular. The staff knows that excellence is expected and that
is the goal to strive for when customer service is the topic."

The excellence 24/7 patient outreach process is of value to us in our
efforts to provide the very best possible patient care.

Excellent Patient Outreach Process Chart

What our clients are saying after utilizing the
Excellence 24/7 Patient Outreach Process for the first year:


What works well and what should we do differently, as a part of the Patient Outreach Process?


Testimonial 11

 

“I think the pre-survey is an invaluable service.
Reaching out to our patients and their families
before they arrive to help lower their stress
level has been very well received by our guests.
I also have come to value and anticipate the
post-surveys. It is always helpful to know how we
can do better for our patient's next time they visit,
as well as what we did really well for them too.
I love when staff members are recognized and
praised for the wonderful things they do. I think that
the during- survey is the least utilized tool in the
process. I believe that is because the pre-surveys
are handled so completely and efficiently.”

 

 Testimonial 12

 

“The pre-appointment opportunity for the
parent to ask questions and seek clarity huge
part of this process. It is great getting the good
feedback and not good feedback after the exam,
but to be able to answer a few questions and
make the patient and parent experience better
is truly beneficial to our department.”

 


Have you observed any changes in the workplace as a result of the process?

 

Testimonial 13

 

“Absolutely, the very culture of our radiology
department has been changed. We have gotten to
the point now that patients will say I had questions,
but I knew someone would reach out to us before
our visit, so I was completely prepared for the
exam. Which is amazing because that tells me
that not only have we changed the culture of our
department, but that of our patient’s expectations
as well.”

 

 Testimonial 14

 

“Absolutely. This system provides us the
opportunity to better prepare patients for
upcoming appointments, make improvements
to our processes for our patients, and give staff
recognition from families. Great system!!”

 

What future enhancements of the Excellence 24/7 process would you like to see implemented?

 

Testimonial 15Testimonial 15

 

“Can't think of anything at the moment! Great process to have here!”

 

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Phone(808) 762-1912 Emailinfo@excellence247.org  Clock 24 Hours a Day, 7 Days a Week Location Honolulu, HI 96825