In 2010, FHMMC consistently ranked
among the 95th percentile for hospitals in
patient “Overall Satisfaction” and “
Overall Satisfaction, Top Box Score 2010”
by Hospital Consumer Assessment of
Healthcare Provider Systems (HCAHPS).
See Figures 3 and 4.
Conclusion
In 2009, it was determined from physician
satisfaction surveys and through individ-
ual conversations the areas that needed
to be addressed in order to maximize
provided services. Through this process,
the biggest issue of concern identified was
TATs. Voice recognition software was
implemented, processes were streamlined
with better utilization of PACS, and with
support from the medical director of
imaging and the group of radiologists at
FHMMC, TATs decreased significantly.
Referring physician and the radiologists’
communication has increased, which has
improved the referring physician satisfac-
tion scores. With continuous daily moni-
toring of TATs we are able to identify ar-
eas for continued improvement and hope
to continue to increase physician satisfac-
tion and improve patient care.
Lisa G. Kelley, RT(R)(CT) is the imaging operations
manager at Florida Hospital Memorial Medical
Center in Daytona Beach, FL and Florida Hospital
Oceanside in Ormond Beach, FL. She holds an
associate’s degree from St. Vincent’s College and is
currently pursuing her bachelor’s degree at Florida
Hospital College of Health Sciences. Lisa can be
contacted at Lisa.Kelley@fhmmc.org.
HCAHPS Overall Satisfaction
90 80 70 60 50 40 30 20 10
FHMMC Overall Satisfaction
2009
FHMMC Overall Satisfaction
2010
Figure 3 • HCAHPS Overall Satisfaction: Comparing FHMMC 2009 and 2010
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
HCAHPS Overall Satisfaction, Top Box Score 2010
90 80 70 60 50 40 30 20 100
FHMMC
National Average
Figure 4 • HCAHPS Overall Satisfaction: Comparing FHMMC against the National Average
in 2010
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
