Using Scripted Communications During Periods of Transformational Change to Increase Patient Satisfaction

Conducted by the Lehigh Valley Physician Group (LVPG), a part of Lehigh Valley Health Network (LVHN) the goal of this study was to determine if and how scripted communication can increase patient satisfaction in the medical practice setting during a major change event. For LVPG, the scripted communications played an important role in creating positive patient experiences during an enormously challenging transformational change. The results they day and their patient satisfaction survey scores prove that their mission to heal, comfort and care for the people of their community was enhanced during this time by their commitment to open communication with patients and their families.