1. PRESS GANEY RESULTS PRESENTATION FY 13 Q 4 WOMEN AND INFANTS HOSPITAL HOSPITAL WIDE ADVISORY COUNCIL

2. FY 2013 Q4 RESULTS All inpatient services: 87.0 mean score (54 %) OB service line: 85.6 mean score (13%) Med/Surg service line: 90.0 (97%) NICU: 88.8 mean score (54%) ED: 81.7 mean score (16%)

3. THEMES FROM LAST QUARTER “Noise level OK a majority of the time except for a couple of hours at night the staff was really loud and could be heard through my shut door.” “The food was delicious!” “Nurses were great – only 1 bad apple” “The only issue I had was that my sister tried visiting early on my 1st post delivery day but wasn't allowed because it was only for grand parents. She was very upset, as was I. I think sibs should be included.” Discharge length of time

4. WHAT ARE WE CONCENTRATING ON? New Manager of Patient and Family Centered Care – Stephanie Adam Working with nurse managers/service lines to make data more meaningful Survey revamp –questions and demographics Patient Complaints and Patient Feedback Committee AIDET Service Recovery Leadership Rounding System Wide Exceptional Patient Experience Committee Philosophy of Care and Service Standards WIH Patient Experience group re-structured Visitation Policy = “Partners in Care”

5. WHAT ARE WE CELEBRATING? OB Pat Sat very high in September: 88.6 (48 th percentile) Looking at ways to recognize staff on the floors Welch Award Mother/Baby - New process for assignment development - Pairing aides with nurses and patients LDR - Partners in care now have 24/7 access