Real-Time Service Recovery: A Catalyst for Improving Patient Experience and Fostering a Culture of Service Excellence

As Grady Health strived to improve the health of their community while delivering a superior patient experience, leadership saw an opportunity to proactively address any patient issues before they became a larger problem.  In order to achieve their goals for improving experience and enhance internal patient-centered initiatives, the team needed a solution that would take rounding to a whole new level. 

"Quality Reviews is providing a level of transparency, in real time, that we've never had before. Frontline staff and even leaders outside of the patient experience department needed to have trust in one another because all of this data is so transparent, and people need a sense of assurance that we'll use patient feedback as a tool to improve things - to see how we're doing and how we get better. So, all of this required somewhat of a cultural shift for us; once staff recognize that you have integrity, and that you are fair and honest, then it's easier for people to trust you with the vulnerability that can come with such transparent information."
Michele Pirkle MBA, CPXP
Executive Director, Patient and Family Experience @Grady Health

Michele Pirkle MBA, CPXP

Executive Director, Patient and Family Experience @Grady Health

About

Michele Pirkle is the Executive Director, Patient and Family Experience at Grady Health System in Atlanta, Georgia. Grady is the premier trauma, stroke, and burn center in the state of Georgia. As a healthcare leader for over 20 years, Michele’s passion is improving the patient experience, and she has had tremendous success in moving hospital experience scores from the bottom quartiles to the very top. She is an energetic change agent committed to successful, sustainable cultural change. Michele has a Bachelors of Science degree in Education and Psychology from Georgia Southwestern State University and an MBA from Norwich University in Vermont. She also has several certifications: Certified Patient Experience Professional, Franklin Covey trainer & a Lean Six Sigma Practitioner.

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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