Geisinger Health System – Danville, Penn.

Members in Action - The Value Initiative Case Study

Geisinger Health System – Danville, Penn.
Refunds to Dissatisfied Patients Drives Process Improvement

In 2015, Geisinger Health System piloted a patient refund program to encourage criticism, inviting patients to alert staff of areas they could improve. A year later, the program expanded to all 10 of the system’s hospitals. The effort is part of Geisinger’s ProvenExperience® program, which includes other initiatives, such as leadership rounding, uniform standards and respectful interactions with patients and families. Click PDF below to learn more. 

Download the full case study below
 

Listen to the podcast

 

 

Related Resources

Case Studies
Public
Nationwide Children’s Hospital wanted to make its surrounding neighborhoods a better place to live and work for its patients and employees.
Case Studies
Public
To increase access to behavioral health care, Atrium Health employs a virtual behavioral health integration program at 36 of its primary care and pediatric…
Videos
AHA Executive Vice President and COO Maryjane Wurth discusses hospitals’ transformation journey with AHA Board Chairma
Case Studies
Public
Northwestern Medicine — Chicago, Ill. Using the EHR to Drive Value
Advancing Health Podcast
On this AHA Advancing Health podcast, The Value Initiative series continues with a four-way conversation discussing how the Heart of New Ulm project in…
Toolkits/Methodology
Public
Screening for Social Needs: Guiding Care Teams to Engage Patients is a tool to help hospitals and health systems facilitate sensitive conversations with…