AtlantiCare 2021 Report to the Boards

Best Patient Experience

• Achieved target patient experience index system score of 80.5% for Share the Success bonus program. • Achieved AtlantiCare Regional Medical Center Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) score of 76.5%, exceeding target. • Implemented a program to comply with new information blocking regulations resulting in faster and more comprehensive information available to our patients. • Deployed Nicview® Camera technology, providing the ability for parents to see their infant while in the Neonatal Intensive Care Unit. Each month, approximately 2,000 views occur. • Achieved successful collaboration between nursing and Patient Experience to complete 35 IRounds per week. • Provided Excellence in Clinician/Patient Communication Training to more than 120 providers. • Provided Starfish Experience Lab trainings to 1,100 new employees and more than 300 existing employees. • Renovated the Maternal Fetal Medicine outpatient office in the Center for Childbirth at the Mainland Campus. • Committed to making AtlantiCare more diverse, equitable and inclusive

through the signing of the Chief Executive Officer Action Pledge. • Celebrated 3rd year of hosting the Us Too Prostate Support Group. • Installed Blink Electric Vehicle Chargers at three locations and received grant to offset approximately 35% of the installation costs. • Went live with new touchless registration process at Urgent Care Centers. • Added star rating to be viewable for all providers with appointments on the Find a Doc solution. • Engaged students who were participating in distance learning via bitmoji classrooms created by the AtlantiCare Kids and Teen Center teams. • Processed more than 200,000 calls through Centralized Scheduling for AtlantiCare Physician Group practices, decreasing calls to practices and improving access. • Implemented Certify mobile pre-registration capability for Urgent Care Center patients. • Implemented Teledoc/Cerner interface to allow for patient auto-scheduling of telemedicine visits through Kyruus self-scheduling system. • Exceeded Information Technology System Uptime goals (January – September 2021):

– Application Uptime (internal) – 99% – Application Uptime (Cerner) – 100% – Network Uptime – 100%

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