Customer Experience

At Good Shepherd Health Care System our medical 
staff, employees, and volunteers are dedicated to 
continuously improving the experience you have while 
in our care. Some experiences may be joyous – like the 
birth of a newborn baby, while others more traumatic – 
end of life care.

Wherever you are on the continuum of care, we are 
dedicated to ensuring you and your loved ones are 
treated with respect, empathy, and compassion. Our job 
is to be there for you in good times and bad; to laugh 
when you laugh and cry when you cry. As caregivers, 
we chose to dedicate our lives to serving others – 
caring for their needs when you are unable to care for 
them yourself.

Fundamentally, we feel it is our responsibility and 
duty to adequately supply our team of caregivers 
with the tools and training necessary to meet and 
exceed your expectations as a healthcare consumer. 
As an organization, we have embarked on a journey 
we call our Service Excellence Initiative. It is a 
journey of continuous improvement that is evident 
in us continually trying to meet the needs and 
expectations of our consumers, following industry 
trends, and continuously improving. This is evident 
by the remarkable success we experienced in 
customer satisfaction in the 2017-2018 Fiscal Year. Our 
accomplishments include:

• 

Accomplished 79 Departmental Ongoing 
Improvement Tactics (DO IT) Projects focused 
on improving the customer experience within a 
department. A great example of a DO IT project 
that has made an impact on patient satisfaction was 
conducted by our Diagnostic Imaging department 
who focused on a recurring patient inquiry, “when 
will I get my test results”. The solution was to inform 

patients about our patient portal where they can 
receive access to their test results within 24 hours (in 
most cases). 

• 

A 40-person team of Service Excellence Advisors 
– employees chosen by their managers and peers 
to serve in this role due in part to their exceptional 
customer service – conducted 39 employee education 
training workshops in teams of four on tactics and 
techniques to improve the customer experience. This 
team trained:

 — 650 Employees
 — 60 Volunteers
 — 29 Physicians and four Nurse Practitioners

• 

Received 39 Breakthrough Awards at the Healthcare 
Service Excellence Conference for significantly 
improving our Centers for Medicare and Medicaid 
Services Hospital Consumer Assessment of Health 
Care Providers and Systems (HCAHPS) survey 
patients receive after an inpatient stay at Good 
Shepherd Health Care System. This means we take our 
customers feedback seriously and make changes to 
our processes and procedures as necessary to ensure 
a delightful stay while in the hospital with us.

• 

Four employees were nominated for Summit Awards 
at the Healthcare Service Excellence Conference:

 — Amber Davis, RN ER, Exceptional Nurse
 — Lucas Bradshaw, RN Empowering Manager
 — Devin Goldman, Quality, Process Director
 — Dennis E. Burke, President & CEO, Inspiring 

Administrator (Award Recipient)

These accomplishments are an acknowledgment that 
our employees provide excellent services and customers 
are noticing a difference – a uniquely personal 
experience with our care that they have not experienced 
before or at other healthcare facilities.