Why It Matters
Every day people come to us from near and far for everything from routine surgery to innovative treatments for rare diseases to the delivery of a baby. We can each play a role in making their time with us as positive an experience as possible.
At the very core of this concept is that we treat our patients and their loved ones the way we’d want to be treated. This means to be kind and compassionate; to smile, be pleasant and interact with them warmly; to listen, and communicate in a way that they’ll understand; to be available when we’re needed; to coordinate their care in a professional manner while they’re in the hospital and when they leave for home.
What We Are Striving For
The Johns Hopkins Medicine Strategic Plan sets a new performance target for patient experience of care for all of our hospitals and business entities: to perform in the top quartile in every domain of the Consumer Assessment of Healthcare Providers and Systems, or CAHPS, surveys completed by our patients. This includes the various surveys for our hospitals (H-CAHPS), for our home care group (HH-CAHPS), for our academic and community physician practices (CG-CAHPS), for our emergency rooms (ED-CAHPS) and for our health plan participants. Patients rate their experience in areas ranging from pain management to communication with medical team members.
What You Can Do
Visit the Service Excellence Team’s web page to learn more and access tools for improvement.