/depts/,/depts/uwhealth/,/depts/uwhealth/experience/,/depts/uwhealth/experience/key-drivers/,

/depts/uwhealth/experience/key-drivers/

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UWHC,UWMF,

Community,Patient Services,Mission Watch,

https://uconnect.wisc.edu/media/u-connect/departments-and-programs/patient-and-family-experience/Juan-Boriosi_and_Child-Life_AFCH_2014_7508_flair.jpg
Departments & Programs,UW Health,Patient and Family Experience

Key Drivers

Key Drivers - Departments & Programs, UW Health, Patient and Family Experience

Focus

Key drivers are the survey items that matter most to our patients; they have the biggest impact on patient loyalty and endorsement (e.g. willingness to recommend, overall rating). Patients who give the key drivers high ratings are much more likely to recommend us and rate us highly overall.

Ambulatory

Inpatient Pediatrics

Urgent Care

Behavioral Health

The American Center Emergency Department

Inpatient Adult

University Hospital Emergency Department

Ambulatory

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Likelihood of recommending our clinic to others

83.0%

59th percentile

 

How well staff worked together to care for you

79.1%

48th percentile

 

Our response to concerns/complaints made during your visit

78.6%

75th percentile

 

Care provider’s effort to include you in decisions about your treatment

84.5%

81st percentile

 

Our sensitivity to your needs

78.8%

63rd percentile

 

Cleanliness of our clinic

83.1%

57th percentile

 

Ability to ge desired appointment

56.7%

36th percentile

 


Inpatient Adult

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Overall rating of hospital (0-10 scale: 9 and 10 are topbox)

81.9%

86th percentile

 

How well staff worked together to care for you

79.0%

83rd percentile

 

Call button help as soon as you wanted it

64.0%

49th percentile

 

During this hospital stay, how often did doctors treat you with courtesy and respect?

89.8%

70th percentile

 

During this hospital stay, how often did nurses treat you with courtesy and respect?

90.4%

79th percentile

 

During this hospital stay, staff took my preferences and those of my family or caregiver into account in deciding what my healthcare needs would be when I left

58.1%

92nd percentile

 

Inpatient Pediatrics

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Overall rating of care provided at hospital

81.9%

80th percentile

 

How well staff worked together to care for your child

79.3%

71st percentile

 

Staff sensitivity to the inconvenience that a child's health problems and hospitalization can cause

69.5%

54th percentile

 

Physician's concern for your and your child's questions and worries

75.8%

73rd percentile

 

Degree to which nurses kept you adequately informed using language you could understand

85.7%

88th percentile

 

How well your child’s pain was controlled

72.3%

60th percentile

 

University Hospital Emergency Department

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Overall rating of care received during your visit

65.6%

43rd percentile

 

Degree to which the hospital staff worked together as a team

65.5%

35th percentile

 

Degree to which staff cared about you as a person

66.2%

56th percentile

 

Degree to which the doctor took the time to listen to you

69.0%

49th percentile

 

Courtesy of the nurses

78.1%

62nd percentile

 

How well you were kept informed about wait times

45.1%

27th percentile

 

The American Center Emergency Department

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Overall rating of care received during your visit

79.7%

89th percentile

 

Degree to which the hospital staff worked together as a team

79.3%

83rd percentile

 

Degree to which staff cared about you as a person

77.5%

89th percentile

 

Degree to which the doctor took the time to listen to you

78.7%

88th percentile

 

Courtesy of the nurses

86.3%

91st percentile

 

How well you were kept informed about wait times

63.0%

82nd percentile

 

Urgent Care

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Likelihood of recommending our clinic to others

66.0%

26th percentile

 

Degree to which staff cared about you as a person

63.0%

30th – 39th percentile

 

How well you were kept informed about delays

50.9%

30th – 39th percentile

 

Degree to which the provider took the time to listen to you

76.4%

50th – 59th percentile

 

Degree to which the nurse/assistant took the time to listen to you

70.0%

40th – 49th percentile

 

Information you were given about caring for yourself at home

65.4%

30th – 39th percentile

 

Behavioral Health

Key Driver

FY18 Goal

FY18 Target Percentile

Press Ganey Resources

Likelihood of recommending our clinic to others

71.2%

27th percentile

 

How well staff worked together to care for you

69.5%

30th -39th percentile

 

Staff sensitivity to the inconvenience health problems can cause

67.0%

40th – 49th percentile

 

Competence of therapist

84.3%

70th – 70th percentile

 

Ease of getting an appointment

44.8%

0 -9th percentile

 

Cheerfulness of our clinic

55.4%

20th – 29th percentile