Rave Nick, Geyer Monica, Reeder Barbara, Ernst John, Goldberg Larry, Barnard Cynthia
Department of Professional Services, Northwestern Memorial Hospital, Chicago, Ill., USA.
J Ambul Care Manage. 2003 Apr-Jun;26(2):159-74. doi: 10.1097/00004479-200304000-00008.
A project was initiated at Northwestern Memorial Hospital in Chicago focusing on patient satisfaction in the outpatient setting and how to improve it. Eight outpatient diagnostic areas were selected and a steering committee was formed. The team used patient satisfaction scores and patient and staff interviews to identify areas for improvement. Innovations were implemented in communications and information technology, staff role design, and process flow. Successes were realized in patient satisfaction above the 95th percentile, improved staff satisfaction, productivity, and internal and external recognition. The program serves as an organizationwide model supporting the hospital's Best Patient Experience strategic goal. This patient-focused model is being replicated in other areas of the hospital and can be replicated elsewhere.
芝加哥西北纪念医院发起了一个项目，重点关注门诊环境中的患者满意度以及如何提高该满意度。该项目选择了八个门诊诊断区域，并成立了一个指导委员会。团队利用患者满意度得分以及患者和工作人员访谈来确定改进领域。在沟通与信息技术、员工角色设计和流程方面实施了创新措施。在患者满意度超过第95百分位、员工满意度提高、生产力提升以及获得内部和外部认可等方面取得了成功。该项目成为了支持医院“最佳患者体验”战略目标的全组织范围的典范。这种以患者为中心的模式正在医院的其他领域推广，并且也可以在其他地方复制。
