Slide deck (Press Ganey, presented by Kristy Gay on 11/3/2011) describing Mercy Health Partners Southern Division’s development and implementation of the "Mercy Experience" culture program ("Mercy begins with ME"). It documents planning (steering committee, information gathering from patients and employees), the Mercy Standards (Effective Communication, Compassionate Care, Responsiveness, Accountability, Teamwork, Respect), implementation infrastructure (accountability measures, education, Mercy Fit—embedding language into job descriptions, communication/recognition, service recovery), tools used in training (AIDET for communication; HEART for service recovery), leadership engagement and standards, and reported improvements in patient-satisfaction measures across multiple hospitals and service lines (2008–2011 Press Ganey trends). The deck also discusses definitions of culture, reasons for choosing a buy-in approach, and common sources of cultural resistance. Contact: kgay@pressganey.com.
Questions this document answers
Kristy Gay, Client Improvement Manager, Press Ganey Associates, Inc.
November 3, 2011, at the 2011 Press Ganey National Client Conference.
Approved by the American Association of Neuroscience Nurses (AANN); approval valid through November 14, 2013 (AANN Approval Code: 1114/6.48/02).
AIDET (Acknowledge, Introduce, Duration, Explanation, Thank) and HEART (Hear, Empathize, Apologize, Respond, Thank).
kgay@pressganey.com