Focus on Patient Satisfaction
Like many health-care organizations, Good Shepherd measures our customer service performance using Press Ganey®, an independent research tool. The survey we use is fairly common, but the scores we receive are anything but typical.
During the last two quarters, Good Shepherd’s inpatient and outpatient customer satisfaction scores have reached the 99th percentile – an impressive feat. I am not surprised by Good Shepherd’s customer service scores; in fact, during the past five years, they have consistently been above the 90th percentile. My intention is certainly not to boast but rather to offer my sincere compliments and gratitude.
First, I’d like to congratulate Good Shepherd’s physicians, clinicians and support staff on your hard work and success. Each Associate who is chosen to work at Good Shepherd – from senior leaders to middle managers to entry-level staff members – is selected based upon his or her experience and expertise, level of compassion and mission-aligned values.
Providing excellent customer service comes naturally when you truly care about the health, happiness and well-being of your patients and their family members. Good Shepherd hires people whose personal values align with that of the organizational culture, which is based on compassionate care and excellent service.
Second, I would like to thank our patients for your honest feedback and for trusting Good Shepherd with your recoveries. We are here to serve you and will do everything in our power to help you work toward your goals.
Of course, you do not have to wait for a survey to give us your feedback. If there is anything we can do to make your stay or service more comfortable, please speak with your physician, nurse or therapist at any time during your treatment.
Third, I would like to offer a promise to the one percent who were not completely satisfied with their service – Good Shepherd is committed to ongoing quality and excellence. Even with customer satisfaction scores in the 99th percentile, we continue to focus on quality improvement.
Good Shepherd recently contracted with the Studer Group, an internationally known strategic resource for health-care organizations, to provide leadership training to the organization’s management team. My expectation is that this initiative will promote overall quality and continue to increase patient satisfaction.
At Good Shepherd, we strive to provide our patients with compassionate care and excellent service.