We understand that patients don't measure quality care—they
experience it. The Service Excellence Program is a multi-year effort
to improve patient service through workshop trainings, and pilot
program development and feedback surveys. The Service Excellence
Department at Stanford Health Care solicits feedback and develops
improvement programs to ensure that patients' concerns are heard and addressed.
CARE response program
The SHC CARE Response Program is the newest program initiated at
Stanford Hospital to meet the needs and concerns of hospitalized
patients and family members. Responding to frustration from patients
and caregivers calling the Hospital for information, Stanford created
a single access phone number that directs callers to a person instead
of voicemail. Speaking to a live person who can route calls to the
proper destination has created a more positive patient experience and
improved care coordination.
The CARE Response Program expands on the improved phone access
program by allowing hospitalized patients and their family members to
call a hotline if a noticeable medical change in the patient occurs
when the health care team is not present, or when the health care team
is not responding to the patient's or family member's concern. The
hotline is also used if there is a breakdown in communication or
confusion about the care plan. When the hotline is called, a senior
registered nurse quickly responds to evaluate the patient and elicit
the appropriate resources to remedy the need or concern.