The Service Excellence Initiative's purpose is to improve customer service. It's success involves a total commitment from all personnel from the frontline to the administrators. The recognition presented today acknowledges the efforts of all facilities in their challenge for World Class patient and family satisfaction as measured by an independent source. Our congratulations go to those being recognized and to all others that are working for the common goal of improvement.
Patient Satisfaction [HCAHPS, ED CAHPS, OAS CAHPS, HHCAHPS]:
Bronze — at least 5 percentage points in the Top Box score
Silver — at least 10 percentage points in the Top Box score
Gold — at least 15 percentage points in the Top Box score
Emerald — achieved greater than the Comparative Database Top Box score
Ruby — achieved at least 5 percentage points higher than the Comparative Database Top Box score
Diamond — achieved at least 10 percentage points higher than the Comparative Database Top Box score
Patient Experience [Traditional]:
Bronze — at least 2 mean score improvement points
Silver — at least 3 mean score improvement points
Gold — at least 4 mean score improvement points
Emerald — achieved at least 75th percentile
Ruby — achieved at least 90th percentile
Diamond — achieved at least 95th percentile
Star Rating:
Improvment Achievment
Improvement: At least 1 star improvement Overall from previous year OR at least 1 star improvement from Survey vendor per domain
Achievment: Achieved a 4 or 5-star Overall rating from Survey vendor or Achieved a 4 or 5-star rating from Survey vendor per domain
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