Greatest_Hits_Book_2019

Best Customer Experience continued

Voice of the Customer • Launched patient welcome and discharge videos across all inpatient televisions. • Launched redesigned website at www.atlanticare.org. • Successfully reduced ARMC complaints and grievances by 28%. • Developed and implemented discharge lounge for patients at Mainland and City campuses to decrease wait times in the Emergency Department. • Increased number of bedside medication deliveries by more than 20% in Mainland Campus Retail Pharmacy to improve patient compliance and recovery. • Upgraded the Dragon® Voice to Text system for provider dictation to allow for remote dictation functionality. • Implemented new lab analyzer at the Cancer Care Institute in Egg Harbor Township to improve wait times and physician satisfaction. • Completed 162 requested optimizations in the Cerner electronic health record for providers. • Deployed Urgent Care and Physician Practice complaint process, improving overall patient satisfaction. • Opened a second anticoagulation clinic at the Mainland Campus, allowing for increased patient utilization. • Revised Galloway Obstetrics Practice by streamlining the telephone system and triage process in order to enhance the patient scheduling and communication experience. Community • Expanded our Grateful Patient fundraising program, engaging 55% more patient donors in FY 2019 than FY 2018, and aiding in patient health and healing through expressions of gratitude and philanthropy. • Completed installation of new 3D mammography units at the City and Mainland campuses for improved cancer detection. • Initialized mapping process to allow for reporting immunization to the NJ state registry for population health assessment and customer improvement actions. • Provided more than 100 prescriptions of insulin, test strips and other diabetic supplies to patients who couldn’t otherwise afford them through a donation by the Asian Pacific Employee Resource Group. • Placed automatic external defibrillators (AEDs) at St. Joseph’s in Sea Isle City; the Sea Isle City Veterans of Foreign Wars; Lower Township Chamber of Commerce; Somers Point Beach; and Somers Point Police (two vehicles). • Provided three underserved patients with a free joint replacement through the Operation Walk program with donated time by Drs. Fabio Orozco and Zachary Post.

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