Overall Satisfaction – WellSpan Medical Group offices

Why is this important?

At WellSpan, we strive to provide each and every patient with an exceptional experience, each time, every day. Our approach to achieving the exceptional experience for our patients is to focus on our environments, processes and most importantly how we behave and respond to our patients' needs.
   
A patient's rating of a physician practice tells us how they judge their overall experience with us.  Patients who have an exceptional experience are more likely to recommend WellSpan to their family and friends.  Those who have a good experience might recommend us and those who have a less than satisfactory experience are more likely to discourage others from using WellSpan’s services in the future.

How WellSpan Compares

Patients who are treated at WellSpan Medical Group physician offices are asked to rate their overall visit using a scale of “Excellent” to “Poor.”  The graph below shows the percentage of patients who responded "Excellent", "Very Good," and "Good."

 

6/30/04:  46% "Excellent", 34% "Very Good", 17% "Good

3/31/05:  42% "Excellent", 37% "Very Good" and 16% "Good"

 

Unit of Measurement: Percentage

A higher score is better than a lower score.

What we are doing to improve our performance.

The WellSpan Medical Group asks each patient to suggest ways of improving their visit. Most recently, our patients told us that they would like more information regarding their medications and associated side effects as well as what to do for their problem once they return home.  Our patients also are looking for more information related to their tests: why they need them, when to expect results, and what they mean.  Efforts are underway across the Medical Group to identify more efficient ways to provide the information our patients desire.  The focus will be to provide a variety of ways to obtain information in a way that is most convenient and comfortable to patients and their families.

 

Environments of Care

WellSpan is committed to developing care facilities that are easily accessible and include elements that matter most to patients. The exceptional patient care environments will be safe, clean, comfortable and designed to protect privacy and put our patients and visitors at ease.

 

Processes

WellSpan is committed to designing operational and clinical processes that are coordinated, efficient and make care convenient for our customers.

People who serve our customers

Continuous learning and skill development regarding service and patient-centered care are essential for improvement. Staff and physicians are learning about communication skills that convey respect, help to put our patients at ease and show we care.