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HBOK 1-258

Title Eyes on the Dashboard at Mercy Health System
Author(s) Susan E. Daniels
Source Quality Progress
Topic Listening to Customers

Performance Measurement

Performance Improvement

Abstract For six years the Baldrige award-winning Mercy Health System in Janesville, WI, had relied on the dashboard system to determine patient satisfaction, so when emergency department satisfaction dipped below 93 percent, it set off an alarm. An improvement team created by the executive council identified the source of patient complaints as increased volume due to the intermingling of urgent care and emergency room patients. Separating the two units and upgrading both facilities resulted in a 15 percent increase in patient satisfaction. The plan-do-check-act (PDCA) process was used throughout the action planning cycle, as it has been for all of Mercy’s improvement projects.
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