Patient Experience Puzzle #1 · 2018-04-14 · To provide an exceptional patient experience,...

Patient Experience Puzzle #1

Name: _________________ Dept./Campus:___________ Contact #: ___________

Insert completed puzzle into the appropriate slot, located outside the cafeteria in Kent and

Milford for a chance to win 500 additional points in Driven. (Off-Site Locations - you can send your

entries in via inter office mail to Liz Hernandez, Nursing Admin - KGH.)

R R K T V O G Q A Q M A C R E P P D T Z

A R E L N N D B F V Q O E V G A Y E H A

B L I A I E F J E R M M I V T N T D A Y

O R W R S D I R E M I T V I A V I I N A

T H A A B S Y C I Y A E E M C A N C K T

D C M E Y G U T I M T N N O E G U A Y Q

J H K A O S M R R F T I A D K D M T O P

B Z H O R E H O I E F G N G L B M I U V

W W D U N C F Z X N E E R U D Y O O Z C

N V K T N N K P C I G E T E T P C N I L

R W N U I R E G N I D N A T S R E D N U

S U P P O R T I V E E R S A P O O Q L D

A C T J I E H H H M V M V R W X F P S Z

T J J E W L U F T C E P S E R B C V P N

W N N F F U L A N O W O N D E R F U L O

F C E Z T O E N N W P O L I T E A B O I

E W P I U R L U F P L E H S U Y M F U S

U M O C T U V P Y W G S U N Y D I S C S

L U V W T A D D V I E B P O X Z L C F A

Y Q F Y E B P T E V Z K Y C P Q Y U E P

ALWAYS

CARING

COMMITMENT

COMMUNITY

CONSIDERATE

DEDICATION

EFFICIENT

FAMILY

FRIENDLY

HELPFUL

INFORMATIVE

OPPORTUNITY

PASSION

PATIENT

PATIENTEXPERIENCE

POLITE

REASSURING

RESPECTFUL

SUPPORTIVE

THANKYOU

TREATMENT

UNDERSTANDING

VERYGOOD

WONDERFUL

Brought to you by Bayhealth’s Patient Experience Team


Name: _________________ Department: ___________ Contact #: ___________




Unscramble each of the clue words. Copy the letters in the numbered cells to other cells with the same number.


Name: _________________ Dept/Campus: ___________ Contact #: ___________

Insert completed puzzle into the appropriate slot, located outside the cafeteria in Kent and Milford for a

chance to win 500 additional points in Driven. (Off-Site Locations - you can send your entries in via inter office mail to Liz

Hernandez, Nursing Admin - KGH.)



Name: _________________ Dept./Campus:___________ Contact #: ___________




1. The vendor used by Bayhealth to identify significant findings and trends in overall patient

satisfaction is __ __ __ __ __ __ __ __ __ __.

2. The acronym “HCAHPS” stands for ___________________________________________.

3. Since 2005, Bayhealth has been incorporating __ __ __ __ __ __ __ __ __’s patient-focused

model of care, centered on a holistic approach to healing in all dimensions, "The mind, body

and spirit."

4. When our patients have comments or concerns related to their experience, they should be

directed to __ __ __ __ __ __ __ __ __ __ __ __ __ __ __?

5. The mission of Bayhealth is to _______________ the health status of all members of the

Bayhealth ___________________.

6. Bayhealth’s vision is to distinguish Bayhealth as a regional health system that consistently

delivers an exceptional ____________ _____________ by providing _____________ that

exceeds nationally recognized standards in a __________, patient-centered environment.

7. Bayhealth’s values are Compassion, _______________, Respect, Integrity, and

_________________.

8. The acronym AIDET stands for Acknowledge, _____________, Duration/Time, Explanation,

and ___________ _______.



Name: _________________ Department: ___________ Contact #: ___________




B M V E V S V E C L M H M Q D H T U L N C S U G E

A N K F L T X I H K X A I A W S R K V X E U N Y R

B M K N J I O Y A Q Z W R V G W E O G T I I U D A

Y A G S Q K C Q P A S H V G F N L Z A Y D R I X C

F S D C N P O Y L U F G S F O U E M A N V D U Y E

R K O C N E K R A O U S Q L N R L T U L I E V F V

I F I M L E H Y I D B X Z T S A P O R H M L Z K I

E J G J C L A O N X H I E G E I R R S Z T Q Q A T

N P N Y M S C J C N P E I M J Y V W E E Z Q S A A

D M G E I V Q Y Y O R Y F P L K Z P G L I Z Q D I

L B W T R W L P S S W K A R U U Q K D A D R I J L

Y K M I N A P H E Z U C U R O D N J L J G D F H L

C T Z N E M D R R G P O P B O Z H G A K J H U L A

T K X N G G V V V T H R R Q G M M R C K S Y X C P

J G M D C I V Q I J W N Y S T E A A S F C N O G P

Q V C M C Q U Q C J L U Q P B T R T D A A C T N S

K X C E D Y U U E Y C V I H A E N P H A R M A C Y

L C S B E I R W S W W R Z V P R H H N E K L S S Q

C A N C E R S U P P O R T A S Q E E Z S R Q H J Q

U I Z T T X D K B I Z Y R L O W R H F E B A Y W Q

O G X X U L U L C Z A T J E S K E X T J X T P I X

E P V G R O W T W E N O J T B U Q Q A T Y I K Y J

X P H W M V U A F E G N I D N I F Y A W E K I B M

U C I S U M Z Z R G V B Z G C I K K N R D P I M S

Y C A C O V D A T N E I T A P E Y W L Q O B U Z U

AROMATHERAPY

BABY FRIENDLY

CANCER SUPPORT

CARE PARTNER

CHAPLAINCY SERVICES

CUDDLER PROGRAM

HOURLY ROUNDING

MAGNET

MEAL MATES

MUSIC

PALLIATIVE CARE

PATIENT ADVOCACY

PET THERAPY

PHARMACY

QUIET

SLEEP KITS

VALET

VOLUNTEER SERVICES

WAY FINDING


PATIENT EXPERIENCE WEEK

THANK YOU FOR ALLOWING US TO CARE FOR YOU

24-hour patient directed family presenceAroma therapyArts and Entertainment CommitteeBaby-FriendlyCancer Support CommunityCare Partner ProgramChaplaincy ServicesCompassionate TouchCuddler ProgramDischarge Phone CallsFinancial Assistance ProgramFree Health and Wellness ClassesFree Valet ParkingInterpreter ServicesLeader in LGBT Healthcare Equality Meal Mates – Assistance with MealsMeds-to-Beds ProgramMusic in Public Areas

To provide an exceptional patient experience, Bayhealth offers a number of patient-centered services. For more information, visit Bayhealth.org or speak to one of your care providers.

Open Medical RecordsOutpatient PharmaciesPalliative Care ServicesPatient AdvocacyPatient Partnership CouncilPet Assisted TherapyPurposeful Hourly RoundingQuiet at Night Program Retail Pharmacy ServicesRetail StoresSleep Kits Volunteer ServicesWayfinding

Bayhealth’s Education Department offers a number of free and low-cost classes, events and screenings to improve the health of our community. Visit Bayhealth.org/classes to learn more.

Dear Patient,

During Bayhealth’s Patient Experience Week, April 25-29, we thank you for allowing us to care for you.

At Bayhealth, all of our team members have a motto when it comes to caring for patients – “I am the Patient Experience.”

To ensure the best quality, service and care, each of us takes ownership for the part we play in your patient experience. No matter our role – whether we are a nurse providing you with direct care, a doctor performing your surgery, a housekeeper cleaning your room, a volunteer helping you find your way, or a chef preparing your meal – we impact your patient experience. We take our roles seriously.

If you’d like to share feedback about your experience, please call Patient Advocacy at 744-7085 (Kent General) or 430-5126 (Milford Memorial). After discharge, you may receive a survey in the mail regarding your care. We strive to create an exceptional experience and we encourage you to complete the survey. Your feedback helps us help you.

Sincerely,

The Patient Experience Team

“When my OB/GYN had to leave the hospital, the transition to the OB hospitalist was wonderful. I felt comfortable and was at ease. The doctor helped me get into a position that felt right to me, and coached me through the whole process. After delivery, my baby stayed with me the entire time. I was glad I didn’t have to worry about her being down the hall or in another room. The nurses kept me informed of everything they were doing when they tended to my daughter. The staff definitely catered to me and made me feel comfortable throughout my stay.”

To provide an exceptional patient experience, our OB hospitalists are at the hosptial 24 hours a day, seven days a week for peace of mind during pregnancy. Whether you’re in labor or need medical attention in our OB/ED, our fellowship-trained specialists are at the ready.

patient experience

moments

“I was a longtime smoker but I had quit a year ago — and was approaching my one-year anniversary when I had a CT scan. I learned the scan showed shadows on the arteries of my heart. I was a ticking time bomb. I liked my cardiologist instantly. He was honest and realistic with me. After my double bypass surgery, I stayed in the CVSICU. I was surprised that they didn’t move me around. That was great, I couldn’t have asked for a better situation. The whole process was positive. I felt blessed and fortunate to be at Bayhealth.”

To provide an exceptional patient experience, our award-winning Cardiovascular Services team collborates with community physicians to provide seemless care and quality outcomes. Patients have access to private rooms in CVSICU.

patient experience

moments

“I wasn’t able to tie my shoes without feeling pain in my hip from the pressure of bone-on-bone. When I met my doctor, he didn’t just talk to me, he listened to me. He met me in recovery, just like he said he would. He got me out of bed just two hours after surgery. Truly from beginning to end, the experience was wonderful. The nurses in the Center for Orthopaedics were more like friends than anything else. They always came in with a smile and made arrangements

to make my stay more comfortable.”

To provide an exceptional patient experience, our physicians stay on the cutting edge of medicine in joint replacement. When a patient needs a total joint replacement, they have access to education, a dedicated nurse navigator, consultation with doctors, and inpatient and outpatient therapies to quickly return to an active life.

patient experience

moments

“It’s stressful to have your child admitted to the hospital. My daughter was here for a week. Because my family lives in Dover, and I have other children at home, staying at Kent General really helped us. The pediatric hospitalists and nurses were so good with my daughter. You could just tell how much they cared about their jobs and how much they cared about their

patients.”

To provide an exceptional patient experience, we offer a pediatric hospitalist program in partnership with Christiana Care Health System. It allows for 24 hours a day, seven days a week care for pediatric patients, keeping families close to home during their child’s stay at the hospital.

patient experience

moments

“Everything was moving so fast. I wasn’t ready to learn about cancer and start treatement. I wanted to go back to a time when I didn’t know I had cancer. On the last day of my cancer treatment at Bayhealth, I was filled with mixed emotions. I was so happy to be finished with treatment and to be healthy, but I was sad to leave my Bayhealth family. They knew me, they knew my husband and children, and they always made me feel taken care of. Bayhealth was the right fit

for me and my family.”

patient experience

moments

To provide an exceptional patient experience, Bayhealth has a dedicated team of nurse navvigator and nurse practitioners to guide patients through diagnosis and treatment. Our Magnet designated nurses work with patients long after recovery through initiatives such as our Survivorship Program to guide patients beyond remission.

“I didn’t want to slow down, but there was a continuous ache in my right shoulder that kept getting progressively worse. I had a torn rotator cuff. I wanted to have surgery close to home. I didn’t want to travel up or down state. I was impressed with the entire process and the quality of care I was provided. My doctor communicated well and had self-confidence. More importantly, he was positive and knew he had

the skills to take care of my shoulder.”

To provide an exceptional patient experience, our physicians stay on the cutting edge of medicine in joint replacement. When a patient needs a total joint replacement, they have access to education, a dedicated nurse navigator, consultation with doctors, and inpatient and outpatient therapies to quickly return to an active life.

patient experience

moments

“My running times were drastically changing, and my legs were getting tired more quickly. When I began noticing a definite shortness of breath, I knew there was a problem. After my valve replacement surgery, my surgeon and I made a pact to run a race together once I was able. It was great to run with him. Friends said it was cool for me to have my own personal heart surgeon running at my side, in case something would go wrong while I was running. They had heard of personal trainers running with their clients,

but not surgeons running with their patients.”

To provide an exceptional patient experience, our cardiovascular surgeons are driven to stay on the cutting edge of medicine and technology with non-invasive surgical options aimed at getting patients back to living a full and healthy life. Healthgrades® named Bayhealth Kent General one of the 50 Best Hospitals for Cardiac Surgery™ 2015.

patient experience

moments

“During a football scrimmage I got hit. When I turned over, I knew that something wasn’t right. I had a torn ACL. Finding out I had to have surgery was scary. It was disheartening to hear that I couldn’t play for six months after surgery. It just made me want to work harder to get back on the field. My doctor encouraged me and pushed me to do physical therapy before and after surgery. She was tough, and I needed that. It wasn’t easy, but now that I’m back on the field, I feel

great. I’m confident.”

To provide an exceptional patient experience, our skilled orthopaedic team partners with our certified inpatient and outpatient therapists to prepare patients for a successful surgery and post-surgery recovery.

patient experience

moments

PATIENT EXPERIENCE WEEK

THANK YOU FOR ALLOWING US TO CARE FOR YOU

• 24-hour patient directed family presence• Aroma therapy• Arts and Entertainment Committee• Baby-Friendly• Cancer Support Community• Care Partner Program• Chaplaincy Services• Compassionate Touch• Cuddler Program• Discharge Phone Calls• Financial Assistance Program• Free Health and Wellness Classes• Free Valet Parking• Interpreter Services• Leader in LGBT Healthcare Equality • Meal Mates – Assistance with Meals• Meds-to-Beds Program• Music in Public Areas

To provide an exceptional patient experience, Bayhealth offers a number of patient-centered services. For more information, visit Bayhealth.org or speak to one of your care providers.

• Open Medical Records• Outpatient Pharmacies• Palliative Care Services• Patient Advocacy• Patient Partnership Council• Pet Assisted Therapy• Purposeful Hourly Rounding• Quiet at Night Program • Retail Pharmacy Services• Retail Stores• Sleep Kits • Volunteer Services• Wayfinding

Bayhealth’s Education Department offers free and low-cost classes, events and screenings to improve the health of our community. Visit Bayhealth.org/classes to learn more.

Dear Patient,

During Bayhealth’s Patient Experience Week, April 25-29, we thank you for allowing us to care for you.

At Bayhealth, all of our team members have a motto when it comes to caring for patients – “I am the Patient Experience.”

To ensure the best quality, service and care, each of us takes ownership for the part we play in your patient experience. No matter our role – whether we are a nurse providing you with direct care, a doctor performing your surgery, a housekeeper cleaning your room, a volunteer helping you find your way, or a chef preparing your meal – we impact your patient experience. We take our roles seriously.

If you’d like to share feedback about your experience, please call Patient Advocacy at 744-7085 (Kent General) or 430-5126 (Milford Memorial). After discharge, you may receive a survey in the mail regarding your care. We strive to create an exceptional experience and we encourage you to complete the survey. Your feedback helps us help you.

Sincerely, The Patient Experience Team

Patient Experience Puzzle #1 · 2018-04-14 · To provide an exceptional patient experience,...

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Transcript of Patient Experience Puzzle #1 · 2018-04-14 · To provide an exceptional patient experience,...