AtlantiCare Greatest Hits Book

Best Customer Experience

• Launched the Ambulatory Transformation Project allowing for integrated medical records. • Implemented the Certify biometrics and self-registration system at three sites. • Cape May Court House Surgery Center achieved Apex Award for Customer Experience the fourth year in a row. • ARMC received the Press Ganey Guardian of Excellence award in neonatology. • AtlantiCare Physician Group (APG) achieved ZocDoc provider rating average of 4.8 out of 5 with an overall net promoter score of 71. • 55 percent of AtlantiCare Physician Group (APG) appointments booked through ZocDoc are new patients. • Oncology exceeded customer experience scores for the cancer program. • Nursing increased availability of lactation nurses to seven days a week for inpatient and outpatient support. • Emergency Departments exceeded target Customer Experience scores. • AtlantiCare Physician Group (APG) implemented phase two of the ZocDoc bookable directory to replace “Find a Doc.” • AtlantiCare Physician Group (APG) Primary Care launched and completed 34 Family Advisory Committee meetings with patients, family members, and staff. • Oncology enhanced its Gilda’s Club collaboration through new programming at the Egg Harbor Township Life Center and point- of-care availability in the waiting areas and common areas of the AtlantiCare Cancer Center Institute. • Pharmacy service line implemented new technology (Fill Master & FlavoRx system) for pediatric patients visiting the Manahawkin Pharmacy. • Pharmacy service line installed a Parata automated dispensing system at Galloway Pharmacy to increase efficiency and drive customer service. • Pharmacy service line hosted a community event in the Manahawkin Health Park centered around our Manahawkin pharmacy titled“KnowYour Medications, KnowYour Pharmacist” to introduce our newest pharmacy and services to the community. • 5 Harmony received the Platinum Award and 6 Harmony received the Gold Award in the Customer Experience Kindness Matters challenge. • Nursing deployed Triad rounding on all medical surgical units at both campuses to improve customer experience and patient flow. • Nursing collaborated with Cath Lab, instituting a process to estimate times for cardiac catheterizations to improve communication and transparency with patients. • Expanded iPad distributions for translation services to outpatient services with over 150 iPads throughout the system. • Launched a new situation, background, assessment, and recommendation (SBAR) for the investigation of patient concerns to ensure a timely closure of all complaints and grievances, meeting Centers for Medicare and Medicaid Services (CMS) and Joint Commission standards. • Implemented ePrescribing of controlled substances at AtlantiCare Behavioral Health. • Marketing and Communications launched a pilot for listings/reputation management to ensure location information accuracy and facilitate social media listening. • AtlantiCare Behavioral Health (ABH) and Hammonton Satellite Emergency Department exceeded overall satisfaction top box goals on Press Ganey surveys. • Recognized 60 Customer Experience award winners at the October 2017 Customer Service Celebration. • Egg Harbor Township Surgery Center exceeded target for “Overall Confidence in Care”– 96.8 percent. • Cape May Court House Surgery Center exceeded target for “Overall Confidence in Care”– 98.1 percent. • Ocean County Surgery Center exceeded target for “Overall Confidence in Care”– 98.1 percent.

5