Enhancing Patient Experience through use of Empathetics® Program

In 2018, SGMF decided to focus on provider communication as its major driver for improving results for “Would Recommend.” The original strategy was to focus on nine high-volume care centers with mid-level scores P50 or greater, as this would have led to an overall organizational score of P75, focusing on the providers with the lower scores in each high-volume center. However, we found that not enough of the selected care centers actively participated in improvement work, and some of the previously high-performing care centers did not maintain previous baseline scores.