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Customer Experience

Scott Smith

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Memorial HermannHealthcare System

Over 19,500 employees

11 hospitals

9 Acute care, 1 Childrens, 1 Rehabilitation

3 Heart/Vascular Institutes 23 Outpatient Imaging Centers

7 Comprehensive Cancer Centers

27 Sports/Rehabilitation Centers 12 Diagnostic Laboratories

Dozens of other Specialty Outpatient Centers

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Outpatient Imaging Division

In July 2004, the Memorial Hermann Outpatient Imaging Division(OPID) was formed

Currently operate 23 facilities throughout the greater Houston area

Utilize Press Ganey to measure patient satisfaction

Implemented a comprehensive customer service program initiative,

Race to Retail, in an effort to achieve the exceptional patientexperience

Identified the need for a real-time, immediate feedback tool

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Choice ofschedule/location

Pre-registrationOn-line

Confirmation/Instructions sent

electronically

Patient

InformationBooklet

Appt.reminder

PatientItinerary

Check for SpecialNeeds

Ask theExpert

VirtualTour

PatientSeen

On time

Interpreter

SpaAmenities

PatientEscorts

Signage

ThemedHolidays

Post WaitTimes

Pants &Tops

Blankets

IndividualNeeds

PatientEducation

Inspect Dressingrooms

DisplayCredentials

TechAssistant

SpaAmenities

Choice ofMusic

PET/CTCare 4

DedicatedLab

Racing To Retail

We Will Take Your Order

Closed Caption/Videos

You Will Be Served

Cy-FairMCSW

Test Drive and Drive

Choice of Schedule& Location

Keep Them Coming Back

START

LAP

2

Note to Doctor

Disc After Test

ServiceRecovery

Note to Patient

Real TimeComments

Call the Doctor

Reduced WaitTimes for Film

Partnerships One Bill

Medical Plaza

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Press Ganey RankingPrior to Race to Retail

22

19

56

36

14

31

15

4139

36

17

57

63

58

51

59

10

20

30

40

50

60

70

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Press Ganey Efforts

Expedited Mail-Out Process

Increased Survey Percentage

Reviewed Alternative Peer Groups

Introduced Survey at Time of Service

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Immediate Feedback ToolProject Plan

Feb

2007

Mar

2007

Apr

2007

May

2007

Jun

2007

Jul

2007

Aug

2007

Sep

2007

Oct

2007

Nov

2007

Dec

2007

Jan

2008

ProjectInitiation/Plan

QuestionnaireDesign

Test Design &Approval

Onsite Testing forQuestionnaireVariation

DashboardDesign/Approval

BenchmarkSurvey Design

Programming/Testing

Kiosk Testing

Rollout

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Immediate Feedback Tool

A standardized way to elicit feedback from patients

Escalation of dissatisfied patient responses for action

A volume of responses sufficient for tracking (sample size may vary based

on survey process)

Direct input into questionnaire design, customized to address the needs ofour business

Ability to compare results across all MHHS locations

Real-time distribution of responses to key internal stakeholders through anonline system

Ability to further refine the Experience Dashboard to incorporate additionalmetrics

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At Risk Customer

Patient has negativeexperience

Patient completessurvey

Email notificationimmediately sent to

ManagementService Recovery

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Survey Kiosk

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Survey

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Survey

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Survey

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Survey

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Survey

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Survey

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Dashboard Overview

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Example of At Risk CustomerDashboard Follow Up

Patients

Responseto StandardQuestions

Negative

ResponsePrompts

OpenEnded

Questions

Management Team

Documents Follow Up

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Fees

Design & Programming < $75,000

Hardware (Kiosk per Facility) < $5000

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Press Ganey RankingResponse to Concerns/Complaints Made During Your Visit

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Press Ganey RankingOverall

63

53

63

5251

71

54

64

58

68

66

64

78

80

75

81 80

45

55

65

75

85

Race to Retail Kick-Off

Implementation of GELB Tool

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Suggestions

User Friendly Kiosk

Location of Kiosk

Touch Screen Survey

Appropriate Signage

Train staff together prior to rollout

Introduce survey, state purpose, give specific scripting

Staff signature on Thank You Cards

Refer to survey as Checkout Process or Checkout Survey

Daily rounding to assist in hardwiring, ensure all patients are notified of option to

complete survey

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Questions?

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