2020 Greatest Hits

Best Customer Experience

• Exceeded overall Customer Experience index FY2020 target – 81.3%. • Center For Childbirth: Resolve through Sharing team held a day of remembrance for families who have experienced the death of their newborn with a virtual event and video in October 2020. • Implemented Telehealth patient satisfaction surveys for all AtlantiCare Physician Group practices. • Deployed touchless registration in 64 physician practices. • Implemented self-scheduling and Find-A-Doc solutions, enabling our patients to electronically search for providers and schedule appointments. • Seated a Midtown Neighborhood Committee to guide the newly-launched work to revitalize the Midtown section of Atlantic City. • Hosted the first annual Women’s Wellness Retreat, focusing on women of all ages in the community. • Launched Emergency Department Ambassador role in the Mainland Emergency Department waiting room, five days per week based on volume; resulting in improved patient satisfaction. • Developed and deployed Manager Customer Service Rounding tool to improve responsiveness to patient / family issues and increase resolution compliance and customer satisfaction. • Deployed the utilization of FaceTime to enhance virtual visitation with patients and their loved ones when in- person visitation was suspended. • Fully deployed system-wide, grant-funded ambulatory transportation, providing rides to over 2,000 patients (launched pilot Sept. 2019 and fully deployed Jan. 2020).

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