200% increase in satisfaction scores

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Patient access champions are keyEXECUTIVE SUMMARYPatient satisfaction scores for some patient access areas increased by as much as 200% on the Press Ganey survey at NYU Langone Medical Center, as a result of obtaining feedback from staff. These steps were taken:• Patient access leaders identified behaviors critical for patient satisfaction.• Supervisors met with staff champions in each registration area.• Staff champions shared planned changes with their colleagues.

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