OBJECTIVE
FACILITATORS
PATIENT EXPERIENCE COMMITTEE MEMBERS
MISSION
FY06-QUARTERLY OBJECTIVE

PATIENT EXPERIENCE COMMITTEE WORK GROUPS

INSTRUCTIONS FOR PATIENTS AND UNITS INTERPRETER SERVICES AND DIRECTIONS APPOINTMENT CONFIRMATION PACKAGE PATIENT TRANSPORT AND RADIOLOGY APPOINTMENT EXPECTATIONS PEDIATRIC SERVICE GUARANTEES COMPETENCY AND SCRIPT REVIEW SITE VISIT COORDINATION

OBJECTIVE

Focus on specific components of the patient interaction that begins with assessing four segments of the patient experience; before the exam, check in, during the exam, and departure.  Opportunities for enhancements will be identified in all modalities.


FACILITATORS

Lynda Banzi Sponholtz
Barbara Hubley

Lynda Banzi Sponholtz
	Director, Radiology Educational Media Services (REMS) Phone: 617-724-5342 Fax: 617-726-7508 Email: lbanzi@partners.org Location: 2 Emerson Place (basement)
Barbara Hubley
	Director, Clinical Support Services Phone: 617-724-1059 Fax: 617-724-0264 Email: bhubley@partners.org Location: BLK-Sub Basement-00029C

PATIENT EXPERIENCE COMMITTEE MEMBERS


Left to right: Lynda Banzi Sponholtz, Karen Lemaire, Tara Grant, Kathy Tabor-McEwan, Stephen Brodette, Bill Barron, Nicole Fullen, Mary Bell, Kim Carvalho, Heang Tang, Barbara Hubley, Linda Pedersen, Patty Marotta-Giorgio

Not pictured: Virginia Jones, Karen Celenato, Bob Laroque, Margaret Houghton, Linda Annett, Bert Nagtegaal



MISSION

Identify and implement measurable service enhancements that improve the patient experience throughout the exam process.


FY06-QUARTERLY OBJECTIVE

Initiative	Responsibility	Target Quarter for Completion
Select committee members	RCSC	Quarter 1
Brainstorm ideas to enhance the patient experience	Team	Quarter 1
Identify goals and objectives	Team	Quarter 1
Create mission statement	Team	Quarter 1
Update RCSC Web Site	Lynda, Barbara, Nancy	Quarter 2
Identify workgroups w/lead champions	Team	Quarter 2
Create instruction for pts and units	Virginia Jones, Karen Celenato, Bob Laroque, Kim Carvalho
Clarifying interpreter services and evaluate directions to imaging sites	Lynda Banzi, Stephen Brodette, Bill Barron, Heang Tang
Research and purchase appt confirmation package	Karen Lemaire, Peg Houghton
Identify and enhance pt transport expectations and communication	Barbara Hubley, Kathy Tabor-McEwan, Linda Annett
Create scheduled appt times and service guarantees	Lynda Banzi, Barbara Hubley, Kathy Tabor-McEwan, Patty Marotta-Giorgio, Bert Nagtegaal
Create scripts and competencies to manage pts with multiple exams	Barbara Hubley, Bill Barron, Patty Marotta-Giorgio, Nicole Fullen, Tara Grant, Mary Bell
Site visit coordination	Linda Pedersen

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