To determine customer satisfaction and engagement, the Henry Ford Health System (HFHS), a US healthcare provider and winner of the 2011 Malcolm Baldrige National Quality Award, used Press Ganey (PG) across all Business Units (BUs), except for highly specialised services, which used surveys that allowed for feedback on those specific services. Satisfaction/engagement surveys were mailed to patients’ homes within two weeks of an encounter or discharge. To ensure rapid identification of process ...
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