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Date:10/19/2008

es need to establish systems to ensure that patients' voices are being heard. If they take the first step in getting patient feedback, physicians' offices can then develop tools to help improve the experience."

There are some basic steps physicians' offices can take to help address patient concerns and make experiences better:
-- Asking questions at the end of an appointment call to ensure all needs

were met

-- Streamline the registration process to ensure patients are asked to

complete only necessary paperwork

-- Greeting patients properly and showing concern for their comfort

-- Ensuring patients are comfortable while they wait in the exam room to

see their provider

"These are just a few suggestions," added Cone-Swartz. "The important part is that patients' needs are always first priority."

The 2008 Physician's Office Pulse Report: Patient Perspectives on American Health Care is available at http://www.pressganey.com/galleries/default- file/Physicians_Office_Pulse_Report_2008.pdf.

Lisa Cone-Swartz and the Yale Medical Group are available for comment upon request.

Case Study: Yale Medical Group

Yale Medical Group (YMG) in New Haven, Connecticut is one of the largest multi-specialty group practices in the United States. It has a wide depth of specialties throughout the country, ranging from internal medicine to fertility centers. YMG has consistently struggled to implement a universal patient satisfaction improvement program that can address patient satisfaction needs across the network and in each individual office.

Dedicated to improving every patient's experience, YMG decided to launch a new plan focused on satisfaction. Individual offices made simple changes like communicating delays to patients and developing scripts to ensure that calls are answered in a consistent manner. Staff members
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SOURCE Press Ganey Associates, Inc.
Copyright©2008 PR Newswire.
All rights reserved

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