COMPETENCY AND SCRIPT REVIEW
OBJECTIVE
FACILITATORS
MISSION
FY06-QUARTERLY OBJECTIVE
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
Patty Marotta-Giorgio, Bill Barron, Nicole Fullen, Tara Grant, Mary Bell, Lien Murphy
MISSION
Identify and implement measurable service enhancements that improve the patient experience throughout the exam process.
FY06-QUARTERLY OBJECTIVE
| Tasks | 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 |
| Identify Team | BH/PMG | Quarter 2 |
| Assess current competencies for scheduling pts with multiple exams to identify areas of opportunity for improvement | Team | Quarter 2 |
| Assess ROE processes for scheduling, canceling and rescheduling pts w/multiple exams to identify areas of opportunity for improvement | Team | Quarter 2 |
| Create scripts for telephone scheduling | Team | Quarter 3 |
| Create scripts for RSR’s/all support staff greeting patients in reception areas | Team | Quarter 3 |
| Create scripts for clinical staff/from first interaction or start of communication with patients | Team | Quarter 3 |
| Implement telephone scripts and competencies | Team | Quarter 4 |
| Begin rollout of scripts and competencies in reception areas | Team | Quarter 4 |
| Begin rollout of scripts and competencies for clinical staff | Team | Quarter 4 |
PATIENT EXPERIENCE >> PATIENT EXPERIENCE COMMITTEE WORK GROUPS
