Lean - Henry Ford Health System

Customer Satisfaction
Customer Satisfaction
IMPROVED
LEAN Training 2010
• Anatomic Pathology Clinician Customer Satisfaction Surveys
2005 2007
2009
Percent Favorable Score
86% 88% 90% Overall Satisfaction
92% 94% 91% Tumor Board presentations
91% 88% 97% Teaching conferences and courses
90% 92% 92% Quality of professional interaction
89% 89% 92% Diagnostic accuracy
89% 90% 90% Pathologists responsiveness to problems
89% 92% 89% Pathologists accessibility for frozen sections
87% 89% 90% Courtesy of secretarial/technical staff
84% 88% 89% Communication of relevant information
81% 88% 91% Notification of significant abnormal results
81% 86% 87% Clarity & format of paper & electronic reports
78% 85% 84% Timeliness of reporting
5 Excellent
4 Good
3 Average
2 Below average
1 Poor
Henry Ford Production System