LG Health’s Customer Engagement Team recognized teams that exceeded their Likelihood to Recommend goal for five consecutive months in fiscal year 2018. Recent honorees included Family Medicine County Line, Family Medicine Crooked Oak and Hematology & Medical Oncology.
“We finished fiscal year 2018 on a high note, and we were so pleased to celebrate our teams’ hard work and successes,” said Susan Crow, director, Customer Engagement. “We have continued our positive momentum in the first half of fiscal year 2019.”
In addition to celebrating their achievements, the three teams shared some of their successful ideas and strategies for improving patient experience.
Clinical manager Susie Leese said Hematology & Medical Oncology has engaged its entire team around implementing the Penn Medicine Experience Standards. The team recognizes good work -- as well as opportunities for improvement -- at its regular huddles.
“We review all Press Ganey comments, so we can learn and grow to improve care from the patient’s perspective,” she said.
Crooked Oak practice manager Chris Hepfer attributed the team’s success to a strong sense of teamwork, which includes regular celebrations of both big and small occasions.
“We take the time to get to know each other on a personal level,” he said. “We genuinely care for each other, which translates into impeccable teamwork. We are always looking for opportunities to help each other.”
County Line practice manager Kim Nerys said the team has focused on creating a culture of positivity, including a “positivity wall” in the breakroom.
“This is where we share staff shout-outs, inspirational quotes and things that make us happy,” she said. “Focusing on what goes right, in addition to coming up with actionable items when things go wrong, helps us keep our sights on where we want to go.”
Locations that met or exceeded their Likelihood to Recommend goal for the first five months of FY 19:
- 4 North
- 5 North
- 6 Frederick
- 7 Frederick
- Ambulatory Surgery, Suburban Pavilion
- Comprehensive Care
- Family Medicine East Petersburg
- Family Medicine Lititz
- Family Medicine Parkesburg
- Family Medicine Quentin
- Gynecologic Oncology
- The Heart Group
- Internal Medicine
- LG Health Express Crooked Oak
- Maternal-Fetal Medicine
- Noninvasive Cardiology, Ephrata Specialty Center
- Noninvasive Cardiology, Lebanon
- The Medical Infusion Center, Suburban Pavilion
- Urgent Care Lebanon
- Urgent Care Parkesburg
- Urgent Care Rohrerstown