2005 V4 Perkins Perspective

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94431 10172_MBP_PP_Vol4.qxd

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PERKINS

PERSPECTIVE News for Friends of Mary Bird Perkins Cancer Center Available Online at www.marybird.org

Volume 4

2005

2005 Patient Satisfaction Survey Lauds Center’s Compassionate Care When cancer patients come through the doors of Mary Bird Perkins Cancer Center for the first time, they are often frightened. Every member of the Mary Bird Perkins team, from the receptionists to the physicians, works hard to allay those fears. One way this is done is by seeking direct input from the patients themselves to ensure everything possible is being done to meet their needs. Each patient at all three locations is treated as a unique individual with specific needs and concerns. The Center wants to make certain all patients have good experiences. As part of this quality assurance process, upon completion of treatment, patients are given an anonymous patient satisfaction questionnaire asking them to rate the quality of care they received. The 50+ questions cover every area from A to Z – efficiency of the registration procedure; sensitivity and concern shown by the nurses; quality of care received from the doctors and radiation therapists; utilization of support services; ease of contacting their nurse or doctor; and the comfort of the facility itself, to name just a few. Returned questionnaires are forwarded unopened to an independent research consultant which compares the Center’s results each quarter to those of seven, similar freestanding cancer centers throughout the country. “The response of most importance to us,” explained Brenda Truxillo, vice president of radiation oncology services, “is the answer to the question ‘how likely are you to recommend Mary Bird Perkins Cancer Center to someone else?’ We pay attention to all questions, but if a person is willing to recommend us to someone else, that is the best possible endorsement we could ask for,” Truxillo said. On this question, the Center received a 3.93 on a 4.0 scale, higher than all the other centers. Pointing out that Mary Bird Perkins’ combined scores from all three locations have always been equal to or above benchmark, Truxillo added that the physician

A signature of Mary Bird Perkins is its caring staff. Andrew Franklin, patient, receives a big hug from Medical Assistant Turkessa Hickerson.

questions tend to always be above benchmark. “Even more impressive where the physicians are concerned is that they always score higher than their counterparts in every area, every single time,” she said. The scores are based upon patients rating 11 different physician-focused areas including how completely treatment options were explained, the amount of time the doctor spent with the patient, how prompt doctors were for appointments, the sensitivity and concern shown by the doctor, how fully the doctor kept the family informed and answered the patient’s questions as well as the overall quality of care received from the doctor. Continued on Page 5

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