Emergency Department Services

Case Study

Patient Satisfaction Improvement 10 Week Plan Case Study

John Randolph Medical Center

Partner: John Randolph Medical Center—Hopewell, Va.

Focus: Patient Satisfaction Scores

Date: January 2015 – March 2015

Results: 54% Increase in 10 Week Period

The Problem

John Randolph Medical Center ED, located in Hopewell, VA, was experiencing low patient satisfaction scores. The Press Ganey scores placed the hospital in the 28th percentile.

The Solution

ApolloMD implemented the “We Care Challenge” on January 1, 2015. The “We Care Challenge” is an immersion program which extends beyond the physician staff to include all team members. By introducing and emphasizing one concept per week, the “We Care Challenge” aims to hardwire the improvements into daily practice, creating an atmosphere that promotes patient-centered behavior at all times.

The Result

Over the ten weeks, JRMC saw dramatic and continual improvement in patient satisfaction. After just two months, the Press Ganey patient satisfaction scores increased from the 28th percentile to the 47th percentile. By the end of the program, the scores more than doubled to the 82nd percentile.



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