Hospitals in pursuit of excellence

Creating the Ideal Outpatient Experience

The driving principle behind the outpatient service excellence journey is excellent customer service with every interaction.

This began with the outpatient team, including representatives from all outpatient areas, meeting biweekly to focus on the ideal patient experience. The goal was to engage every member of the workforce while encouraging departments to take ownership for the patient experience and giving them the tools to make it happen.

The initiatives have resulted in steady, significant patient satisfaction improvement. Overall rank improved from the nineth percentile in the first quarter of 2008 to the 82nd percentile in the first quarter of 2012. The improvements are also evidenced in their increased outpatient volume, better financial outlook and positive word-of-mouth in the community.

Read the whole case study below (click "view item").

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.)