Page 8 - The SSMC Experiance Model V 1.5_Spreads

What are the goals of SSMC Experience? What does SSMC Experience include?

Reaching a Category of ONE for service. SSMC Experience program lines

Where SSMC sets itself apart by its consistent and

reliable level of unparalleled service to our patients,

visitors and each other, where by all staff:

THE Improvement Patient Education and Community and Reporting and
Feel engaged to go above and beyond to assist

those we serve. Partnership Experience Office Training Humanities Analytics

We partner with the We listen to patients, We provide service We look for ways to We provide

Remain committed to providing positive, timely, practice / operations capture their excellence education engage and partner meaningful patient

and appropriate services to all patients, resulting to initiate experience concerns and work and training, including with our community satisfaction data,

in positive patient outcomes and perception. improvements and towards a resolution. service recovery, both internally and including dashboards

enhance the patient We send positive service behavior and externally. and department

Provide an environment where patients feel journey. patient feedback to connecting with specific reports.

welcomed, heard and understood, resulting in the practice and empathy.

positive customer and employee satisfaction. specific staff.

Bring the primary value of “The needs of the

patient come first” to life within SSMC.

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