Service excellence at HealthTexas is defined by the daily words and actions that show our patients, employees and physicians that they are important and that we care. The Service Excellence committee collaborates with physicians across HealthTexas to define service and behavior expectations we would like everyone to display and practice each and every time we serve our patients and each other.
We promote process improvement and spread best practices by involving the committee members and clinic leaders in ABC Baylor improvement projects.
Through the pursuit of best practices, the Service Excellence Committee seeks to inspire and shape a culture of highest possible patient, physician and employee satisfaction throughout HealthTexas. We are seeking to continually achieve a greater level of performance in the service we deliver to our patients. We firmly believe that service excellence begins within the walls of our corporate office and clinics and then continues outward to create the ideal patient experience. At HealthTexas, a significant component of creating this ideal patient experience is working to understand patients’ needs and then adapting methods of communication and service delivery to meet these needs.
We monitor and track patient satisfaction through a series of survey questions evaluating aspects of patient encounters such as overall satisfaction with a physician, treatment by a physician, access to the clinic, courtesy of staff, and likelihood to recommend practice. We are proud to report that overall, our physicians consistently score significantly above peer groups throughout the United States.
In addition, HealthTexas successfully completed its first year of Service Pay-for-Performance with an impressive 99.6% of eligible HTPN physicians meeting the benchmarks set at a mean score of 90 for two metrics: Likelihood to Recommend Practice and Standard Care Provider and were not impacted financially.