Exceptional Patient Experience Composite patient experience scores rise, opportunities exist An Exceptional Patient Experience FY 2021 annual operating plan goal was to increase the composite patient experience percentile rank in at least three of the five settings: emergency, inpatient and outpatient (Cecil County, Newark and Wilmington campuses), Medical Group and HomeHealth. The composite is comprised of three questions related caregiver behaviors that drive overall patient experience: Trust, Listening Carefully and Serving Together, along with Likelihood to Recommend, which provides an overall measure of experience. To date, scores have improved for the inpatient, Medical Group, Outpatient and HomeHealth settings. The Emergency Department is trending downward.
Desired Direction
Percentile ranks increased in four of the five settings during the fiscal year (through March); Emergency has a downward trend.
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