Passavant Kicks Off Hospital-Wide Poster Campaign
a very good job, but the hospital is just too noisy." That's what
a significant number of patients have been reporting on the customer
satisfaction questionnaires they complete and return after being
discharged from UPMC Passavant.
to those comments, UPMC Passavant is launching a new, hospital-wide
initiative designed to reduce noise levels. To communicate the
hospital's commitment to customer service and to motivate employees
to keep noise levels low, a series of nearly life-size posters
featuring children of hospital employees saying "Shhh!" will go
on display in patient areas throughout the entire hospital.The
hospital is also providing customer service education to its employees.
was created in-house by the hospital's Five-Star Service Committee,
which meets weekly to respond to patient suggestions and explore
-- and act on -- issues relating to customer service. The committee,
which includes administrators and representatives from several
hospital departments, was established earlier this year as part
of a UPMC Health System initiative called Strive For Five. The
name of the initiative refers to the highest possible score on
patient satisfaction surveys that are randomly sent to patients
on an ongoing basis.
are discharged from UPMC Passavant, they receive a questionnaire
from Press, Ganey, an independent firm that asks them to rate
the hospital in a number of categories, on a scale of one to five,"
said Sandy McCarthy, RN, senior vice president of Patient Care
that while the hospital consistently rates very high in most categories
from patients, they also indicate that the sound levels are sometimes
too high in a number of patient areas. To confirm this, members
of the committee went into almost all the hospital's patient areas
with a meter and took decibel readings.
that such day-to-day sounds as squeaking doors, bumpy cart wheels,
ringing telephones, fax machines, pagers, and even normal conversation
were among the sounds that registered as noisy. The chart below
shows how the hospital sounds compare to everyday sounds.
"To a person
who's sick and in the hospital, these sounds are annoying," said
Ms. McCarthy. The in-hospital readings are shown in bold.
rolling on tile floor
fire exit door
came up with the idea to do a campaign featuring posters of children
wearing doctors' and nurses' uniforms, and holding their forefinger
in front of their mouths in the universal "shhh" gesture. The
committee approached Alicia Dal Lago, owner of North Hills-based
Alicia Photography and a noted children's photographer, about
taking the photos, and she responded by donating her time and
talent to create the images.
decided to use employees' children as the models. An article in
the hospital's employee newsletter brought an overwhelming response,
so a random drawing was held to determine which children would
become the models for the campaign. The photographs were then
incorporated into the posters and other printed materials.
Service Initiatives Over the past year, the Five-Star Service
committee has implemented a number of initiatives at the hospital.
One of the most recent is CourtesyPage, a paging unit provided
to Emergency and Outpatient Surgery Department visitors while
waiting for a patient to be treated. Similar to pagers given to
restaurant patrons while waiting for a table, the CourtesyPage
allows patients' friends and family members to leave the waiting
room to run an errand or grab a cup of coffee. When the patient
is ready to be released from the Emergency Department, the pager
vibrates, signaling the visitor to return.
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Copyright © 2003 by John Fries, Pittsburgh, PA.
Please direct all correspondence to JohnFries@aol.com.