From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Erick Cheung, Emily Petersen

The Resnick Neuropsychiatric Hospital at UCLA Health is among the leading centers in the world for comprehensive patient care, research, and education in the fields of mental health, developmental disabilities, and neurology, as well as being the major psychiatry teaching facility of the David Geffen School of Medicine at UCLA and Ronald Reagan UCLA Medical Center. Although RNPH ranked #7 in the nation in psychiatry, its patient satisfaction data consistently placed the hospital below the mean on key performance indicators (KPIs) in comparison to similar organizations. In this session, presenters will share how RNPH leveraged Press Ganey analytics to create a detailed plan to improve its KPIs, as well as discuss the unique challenges facing psychiatric patient satisfaction and ways to implement a strategy for shared decision making through a performance improvement model.