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PPT Slide

Developing the CC Operating Plan - Patient Input

“What Are Patients Telling Us?”

The results of the Patient Perception Survey from 1999 were extremely positive. Overall, Clinical Center care was rated as good to excellent by 97% of the 428 respondents. The courtesy of the staff during admission was rated good to excellent by 95% of the survey participants. Over 95% of the survey participants perceived both physicians and nurses as courteous and available when needed.

Areas Needing Improvement:

Coordination of Care

Based on the results of the Patient Perception Survey, coordination of scheduled tests is an area needing improvement (37%). Patients perceive the admissions process (16%) and contradictory information from health care providers (25%) as additional areas needing improved coordination.

Customer Service

A new Hospitality Service was implemented this year. The Patient Advisory Group offered the following suggestions to enhance patient support: pre-printed directions available at all hospitality desks, a list of key phone numbers, and a “greeter” at each major CC entrance. They also highlighted the need to further develop an organization-wide value for consistent and responsive customer service.

Communications

The patient survey identified the need for both physicians (22%) and nurses (20%) to provide clearer answers to important questions posed by patients.

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