Health Professionals at Banner Good Samaritan Medical Ctr.  

March 24: How are you contributing to improving patient experience?

Steve Narang  

Every moment of every day you have an opportunity to truly impact a patient’s life. Patients choose to trust their care to you and your team. How can each of you contribute to making  sure that every patient feels cared for? Even if a process breaks down, how can each of you contribute to improving that patient’s experience? Laura Anning, our director for Service Excellence, gives us some advice ...

This is your home and our family at Good Sam. Let’s take care of each other and our guests. Have a great week!

Steve Narang, MD, is the chief executive officer at Banner Good Samaritan Medical Center.

Patient Experience Strategy for 2014

By Laura Anning, Service Excellence director

A recent Bain survey showed that 80 percent of the companies surveyed thought they were delivering an exceptional experience while only eight percent of the customers thought the same – quite a big gap! At Banner Good Samaritan Medical Center, we recognize that we are not delivering a consistently exceptional experience today, yet we are committed to get there. To accomplish this, the plan in 2014 is to keep it simple and focus on those things that matter most and will make the most positive impact to our customers. The three key areas include:

Top Tactics

  • Centralize Discharge Phone Calls
  • Whiteboards Completion
  • Hardwire Purposeful Patient Rounding

Employee Education

  • Top Tactics
  • H-CAHPS Survey


  • Launch “No Passing Zone”

How can you personally become involved with improving the patient experience? First, it’s critical that leaders and employees alike recognize that everyone impacts the perception of our patients and their families. We all can make a difference — either positive or negative — with our customer interactions, whether it is communicated directly or indirectly. It’s also important to recognize that the little things we do can make a big difference. It can be as simple as a smile, speaking with kindness, escorting someone who is lost, or doing something unexpected.

BGSMC is launching an initiative called the “No Passing Zone” soon.  This initiative includes:

  • No Passing another person without a greeting
  • No Passing a piece of trash without picking it up
  • No Passing a call light that is on

Although we haven’t formally launched “NPZ,” I encourage you to get a head start by beginning to always greet internal staff, patients and families as you pass them. A simple way to do this is the 10-5 rule: At 10 feet make eye contact and smile, and at 5 feet smile and offer a verbal greeting. I’m confident all of us want BGSMC to be perceived as having a welcoming environment and friendly staff.

A culture change like this takes time and the most impactful way to get there is to prioritize what we really want and value, and then focus and work to become excellent in those areas. To accomplish this, we need to better understand what customers want. This is complex because oftentimes even the customer doesn’t really know. As a result, we need to listen carefully to our customers and provide care tailored to their individual needs. This is a journey for all of us and our efforts won’t translate into success overnight but with perseverance, persistence, patience and the ability to be resilient we will be successful. I hope everyone is as excited about 2014 as I am. I see this as a huge year for change with all of us working together through this important culture transformation.

Thanks for all you do!

Banner Good Samaritan Medical Center
1111 E. McDowell Road
Phoenix, AZ 85006
(602) 839-2000
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