Hospitals in pursuit of excellence

Patient Expectations: The Only Ones that Matter

Fairfield Memorial Hospital identified the need to improve the patient experience in the emergency department through meaningful interactions between the medical team, patients and families. A Studer Group Coach provided on-site consultation and instruction on AIDET (acknowledge, introduce, duration, explanation and thank you), a five step approach to customer service, educating staff on taking charge of their personal morale and how morale affects the delivery of patient care. An immediate increase in Press Ganey patient satisfaction scores was noted.

This case study is part of the Illinois Hospital Association's annual quality awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals in continually improving and transforming health care in the state. These hospitals are improving health by striving to achieve the Triple Aim--improving the patient experience of care (including quality and satisfaction); improving the health of populations; and reducing the per capita cost of health care.

Award recipients achieve measurable and meaningful progress in providing care that is:

• Safe
• Timely
• Effective
• Efficient
• Equitable
• Patient-centered

(The Institute of Medicine's six aims for improvement.)