AtlantiCare 2021 Report to the Boards

2021 Greatest Hits

Best Patient Experience continued

• Met or exceeded metrics for AtlantiCare Information Technology Customer Experience goals (January – September 2021). • Met or exceeded Customer Experience scores in all AtlantiCare Surgery Centers across all quarters. • Implemented new features in the Cerner HealtheLife Patient Portal: – Removed the 36-hour hold on all lab results to improve patient communication and meet new regulatory requirements. – Added microbiology and pathology results to provide patients with additional information about their personal health. – Added new texting and security functionality to improve support at the Atlantic County COVID-19 Vaccination Mega Site. • Exceeded the overall satisfaction goal on the Press Ganey customer surveys for ABH and 1 Pines through September, achieving 84.9% and 60.0% top box results respectively. • Exceeded the overall top box goal on the ABH internally developed surveys at 93% top box results. • Rolled out new Video/Voice Interpretation System, Voyce, for use in the ambulatory and acute settings. • Launched internal communications reinforcement messaging for completing Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys to help improve the patient experience. • Through a grant, we funded over 300 roundtrip transports for patients.

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