UW Health McFarland Achieves Star Clinic Status

UW Health McFarland was thrilled to achieve their first ever “Star Performer” rating in the Press Ganey Patient Satisfaction Survey for 2007 third and fourth quarter. The clinic received an overall rating of 92.2 which placed it among the top ninetieth percentile as compared to other academic and teaching organizations participating in the survey process. The “Star Clinic Award” was presented at a lunch celebration by Steve Sibley, Lori Hauschild and Sandy Kamnetz, MD.

From the beginning of the Press Ganey survey process, efforts have been focused in the area of Waits and Delays. The implementation of a communication board, referred to as the “snail board” allows reception staff to quickly determine if a wait is expected so that the patient can be informed during the check in process. Recognizing that delays are inevitable, several improvements were made to make sure the patient’s experience was as pleasant as possible during their wait. Most notably, the walls in the reception area (formally known as the waiting room) were updated with new artwork and the exam rooms received a fresh coat of paint.

Other improvements include:

• Template changes, improving access;
• A communication notebook for part-time front desk staff;
• Utilizing Learning and Development sessions presented through Human Resources;
• Clinic-wide social events and team building;
• Implementation of a nurses schedule pager to replace arrival list.

Congratulations to the McFarland Clinic on Star Performance!

Other Family Medicine clinics that were star performers for this survey period are UW Health Palmyra and UW Health Augusta.