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At GSHCS, “Patients First. Always!”
is more than a motto, it’s a
strategic imperative. We want to
be known not only for exceptional
clinical excellence, but also for the
compassion and respect we show
to our patients and their families.
We are in year six of our journey
to become the healthcare system
of choice - Service Excellence
Initiative (SEI). We want to be the
first choice for our employees by
creating an empowering, supportive
work culture. We want to be the first
choice for patients by delivering
compassionate service to our
customers at every level. This will be
accomplished by building a culture

that truly delivers on our Mission,
Vision, Values and ICARE Standards.

One way we learn ways in which we
can better serve our patients is the
Agency for Healthcare Research
and Quality (AHRQ) Consumer
Assessment of Healthcare Providers
and Systems (CAHPS) program. This
program includes surveys that asks
patients (or their caregivers in some
cases) to report on their experiences
with care.

Some of the topics covered by the
surveys, which contain customized
questions depending on the
practice or service you visit, include
communication with healthcare
professionals, access to care,
customer service, and coordination
of care.

The beauty of these patient
experience surveys is two-fold. First,
the questions focus on aspects
of your care that only you are the
best or only source of information
for. Only you, as a patient, can
say whether your provider
communicated in a way that you
could understand or whether you
feel you were treated with respect.
Second, because the questions are
standardized, GSHCS can find out
how we compare to other health
care organizations across the state,
region, and the entire country. This
allows us to learn best practices

from other organizations, identify
our strengths or opportunities for
improvement, and recognize our
highest performing departments
and providers.

We’d like to recognize the following
groups and individuals for their
exceptional patient experience
scores this last year:

Practices or Departments:
• Vange John Memorial Hospice
• GSMG Primary Care Clinic
• GSMG Urology
• Family Birth Center

Good Shepherd Medical Group
Providers:
• Guy Fogg, MD, Internal Medicine
• Angie Hays, ARNP, Family Medicine
• Allison Khavkin, MD,

Obstetrics and Gynecology

• Eileen McElligott, FNP,

Family Medicine

• Michelle McIntyre, FNP,

Family Medicine

• Ann Rust, MD, FACS,

General Surgery

• David Shanley, MD, Family Medicine
• JoDee Williams, DNP,

Family Medicine

We know our patients have a
choice when it comes to where they
receive care, and we are thankful
and honored that you choose
Good Shepherd.

PATIENT TESTIMONIES

“My experience was very,

very good.

I have a lot of

anxiety and that was addressed

positively, and everyone was kind

and tried to make me comfortable

and get through the surgery.

“

My visit was

topnotch

, not one

second of not being cared for in
a gentle and understanding way

from your nurses, EKG nurse, lab

nurse, ER doctor, even the gal who

poked me in the arm to start an

IV was nice!

”

“

I will definitely choose your

hospital again should the need

arise. Thank you to everyone who

helped me get through a tough

time with

compassion

and warmth.”

“

Home Health was very

understanding

& worked

with her very patiently.”

“We highly recommend Hermiston

Good Shepherd Hospice. Everyone

is so

caring

and compassionate.

It’s a

wonderful

organization.

”

“All of my nurses were

amazing

. They made me feel

safe & comfortable. All the doctors

I had were also amazing. Everyone

treated me & my spouse with

respect, explained everything well

& treated me like family.

”

“I really appreciate the fantastic

nurses who work in labor &

delivery. Each of my nurses took

great care of me & my baby.”

“Excellent experience

from start to finish

, including

scheduling appointments, visit

with provider, and ancillary

services at Good Shepherd. I am
a former healthcare worker from

multiple facilities within the U.S.

I am extremely impressed with

the delivery of services at Good

Shepherd. Thank you!

”

“

I’ve been wanting to tell anyone
that the Good Shepherd clinic,
Emergency and Hospital areas

are the cleanest of any I’ve have

ever seen. Also, over the last five

years the professional attitude of

the personnel is

exceptionally

proficient and courteous.

I have been wanting to bring this

to the attention of anyone who will

listen. Thank you!

”

“

During the mammogram the

technician eased any tension and

first-time nerves with humor and

genuine concern for my

comfort.”

“

Both the person at the

registration desk and X-ray tech

were friendly and proficient. I was

actually in and out and on my way

home before my appointment

time. Can’t ask for more than that.

Great job.”

“I had an excellent

experience

at the Urgent Care,

everyone working there made sure

you were comfortable and well

attended to.

”

The Good Shepherd Experience

INTEGRITY

COMPASSION

ACCOUNTABILITY

RESPECT

EXCELLENCE