In his first year as CEO of Geisinger Health System, David Feinberg, MD, has continued the focus on evidence-based care and improved patient experience, according to an article on the Healthcare IT News website.
This past fall Geisinger unveiled ProvenExperience, which offers refunds to patients who don't think they've experienced "kindness and compassion" in their care.
"We'll answer the phone. We'll offer you a same-day appointment for any specialty, regardless of acuity. We'll treat you as if we've been expecting you, so you'll be treated in a particular way every time. The handoffs in care will be remarkably smooth. Of course there will be high quality. Your transition will be smooth, you'll come home from a surgery, and everything you need at home – because we know it – will be there in a box waiting for you. You'll even get a bill you understand," Feinberg said.
"If you had a $2000 out-of-pocket, and we say to you, 'How was the care?' and you say, 'Well, this doc was great,' or 'This person was fantastic,' but your negative might be, 'It was loud in the hospital, they messed up with my IV, one staff member was rude.' You could ask for anywhere on a sliding scale between zero and $2000. With most of the negatives, the people are only asking for a fraction of their money back."
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