The Ideal Healthcare Experience

Striving to Make MedStar Good Samaritan Hospital an Excellent Place to Stay, Visit and Work

puzzleFor years, MedStar Good Samaritan has sought balance in its approach to greatness. We work toward overall excellence with thoughtful consideration to our five puzzle pieces: service, quality, people, growth and financial. When these pieces come together, we see the greater picture. For example, we can't achieve greatness without great people. And without constant improvement to service, we can't achieve the results that put us on the road to greatness as one of the nation's leading healthcare providers.

As part of our initiative to create ideal healthcare experiences, many Good Samaritans have joined one of eight teams that work on improvement opportunities throughout the hospital. These teams include:

  • Inpatient Satisfaction
  • Outpatient Satisfaction
  • Rewards & Recognition
  • Measurement
  • Physician Satisfaction
  • Behaviors
  • Service Recovery
  • Leadership Development

These teams work on issues around the hospital that fall into the categories illustrated on our five puzzle pieces: service, quality, people, growth and finance. By concentrating on these five key pieces of the puzzle, we believe the ideal healthcare experience will fall into place. You have probably noticed the results of the teams' efforts such as:

  • Manager rounding
  • Service recovery script cards
  • Elevator etiquette signs
  • Excellent stickers

What does it mean to create an ideal healthcare experience?
It means that we have employees who look forward to coming to work, patients who will only go to MedStar Good Samaritan Hospital for treatment, physicians who are waiting to practice medicine here, leaders who empower their staff to succeed, and visitors who tell everyone about the excellent service at Good Samaritan.

How do we get there?
We all have to take part. It may simply mean escorting someone to an unfamiliar place in the hospital so they don't get lost, smiling at a visitor in the elevator, or even acknowledging a co-worker for providing such excellent care. You could lend your talent and insight to one of the eight teams dedicated to making MedStar Good Samaritan Hospital an excellent place to stay, visit and work.

Our goal is to create a culture that is ultimately focused on patient satisfaction.
We will get there by listening to suggestions, viewing complaints as gifts, measuring our successes more effectively and respecting and appreciating our fellow Good Samaritans.

Our Vision
To be trusted Good Samaritans, delivering ideal healthcare experiences to the communities we serve.