Beacon health system improves patient satisfaction scores, service recovery

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Beacon Health System is Northern Indiana and Southern Michigan’s trusted partner for creating and maintaining health and wellbeing. Started in 2012, the health system’s award-winning partners — Elkhart General Hospital, Memorial Hospital of South Bend, Beacon Children’s Hospital and 75 Beacon Medical Group sites — and more than 7,000 associates, deliver on the promise of an exceptional experience.

While the health system — a regional leader in childbirth, mental health, cancer, pediatrics, trauma, heart and vascular care, stroke, surgery, weight loss services and community health programs — is at the forefront of helping the local community achieve the highest quality of life, its patients are increasingly covered by healthcare plans that have high out-of-pocket expenses. As a result, they expect a higher standard of service from providers than they have in the past. They’re also comparison shopping and weighing their options based on factors like convenience and ease of access when it comes to picking a physician or hospital.

Jill Yarberry

Jill Yarberry

Vice President, Patient Experience

About

Jill has 20 years’ experience in healthcare business development and operations. Prior to joining Quality Reviews, Jill worked in the healthcare industry where she has been responsible for developing and implementing the sales strategy, market research, and business development to meet and exceed sales growth projections.

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ANCC® Magnet Certification and Re-certification

ANCC® Magnet Certification and Re-certification

ANCC® Magnet Certification and Re-certification

Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.

    • Patient engagement / patient-centered care
    • Care coordination
    • Safety
    • Service recovery (may be ambulatory)
    • Courtesy and respect
    • Responsiveness
    • Patient education
    • Pain
    • Careful Listening