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                        JeffNEWS, October 25, 1994
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Visitors Program Expands Jefferson's Commitment to Satisfaction
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The recent addition of a pilot visitors program on 13 Pavilion has taken 
Jefferson's goal of delivering exceptional service to the next level. 
Keeping patients satisfied is still a priority, but Jefferson's marketing 
studies also show that visitor satisfaction is important as well. As 
potential patients themselves, visitors evaluate a hospital's quality of 
care and services based on how their loved ones are treated. Moreover, 
these individuals influence patients' decisions about medical care and 
serve as a key source of support both during and after hospitalization. 

"Family and friends are fundamental to the healing process, and their 
presence helps to relieve the monotony and loneliness of being 
hospitalized," says Kathleen Goodman, director of services marketing. "Yet, 
the very nature of their role often means visitors spend a great deal of 
time at the hospital, which can be stressful. If visitors - who are healthy 
- have an unpleasant experience at Jefferson, they'll tell others. It's 
also less likely that unsatisfied visitors, as well as those persons 
hearing negative comments, will choose us when they need treatment." 

Ms. Goodman worked closely with Cindy Giordano, RN, MS, nursing care 
coordinator for 13 Pavilion and Tina Tursi, patient representative, to 
develop the visitor program.  A key visitor, identified by the patient, 
receives discount parking and meal coupons to the Atrium to help minimize 
the financial strain of spending long hours at the hospital. Providing them 
with special visitor information, such as phone numbers of the nursing unit 
and the patient representative, reinforces their very important role as 
members of the caregiving team. Family members sometimes feel left out of 
the information loop, but knowing how to stay in touch with the treatment 
team brings them back into the process. 

Likewise, visitors are also encouraged to ask questions and share their 
concerns with staff. Included in patient rooms are specially designed 
clipboards with note pads, making it easy for visitors to stay involved and 
communicate with nurses and other staff even if the health professional 
isn't available to answer questions at the time of the visit.

In addition, to help ease their mental tension and make their stay more 
pleasant, visitors have access to a variety of Jefferson services, 
including the Scott Memorial Library.


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Information provided by:  Editor, JeffNEWS
                          (215) 955-6204
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