The Department’s Medicine Specialty Clinic (MSC) tracks its patient satisfaction with the help of Press-Ganey evaluations patients complete. In the last quarter, compared to the previous quarter, the MSC has seen significant growth in one category and nearly achieved its goal in another. These graphs show that in response to the question of whether the patient feels included in decisions by his or her care provider, the MSC has seen a 2.6 percent increase and a 15-point rank increase in the number of people rating them with a “5” or “very good,” blowing past their score goal of 80.4 percent by 4.5 percentage points. On the question of whether nurses and assistants show concern for their problems, the MSC has edged up within a tenth of a percentage point of its goal. This is remarkable progress in just a few months. Clinical Administrator John Swenning says, “We simply have the best providers around. They care that our patients really want to understand their plan and they deliver!” Congratulations to every member of the MSC!
Patient Satisfaction on the Rise in the MSC
[…] Patient satisfaction scores are on the rise in our Medicine Specialty Clinics. This is encouraging news that reflects the results of a team-based focus on improving patient care. It also provides me an opportunity to say a few words about an overlooked fact of daily life in Internal Medicine. Almost every faculty member, fellow, and resident spends the majority of their time quietly engaged in the physically and emotionally taxing labor of caring for our patients. Hours spent in clinics educating those newly diagnosed with diabetes; overnights monitoring someone after a kidney transplant; diligently rounding at the VA making sure each veteran receives deserved attention. Because this is something almost all of us do, it rarely gets the recognition it deserves. As physicians and health care providers, our performance is increasingly being measured in multiple ways. Although the goals of these measures are to promote excellence in our clinical mission, ultimately it is the dedication and effort of all of our clinical colleagues and care teams that contribute importantly to meaningful change. Keep up the good work! […]