Executive Summary
The purpose of this report is to examine and determine why patient satisfaction scores dropped from the 2013 scores at The Ohio State University Wexner Medical Center (OSUWMC) at its Campus hospital. The OSUWMC hospital consists of two main hospitals, OSUWMC East and OSUWMC North hospitals and several clinics throughout Ohio. Recommended ways to increase these scores will be provided. Interviews with vital (OSUWMC) management took place and ideas, as well as, results revealed the purchase of electronic medical record (EMR) system, with computerized prescriber-order-entry (CPOE) capabilities, along with an automated call distributor (ACD) line would increase the patient’s experience enhancing this upcoming year’s patient satisfaction scores.
The new Affordable Care Act will be discussed and how it will affect any hospitals reimbursement because a vast majority of the patients being serviced will now qualify for more Medicaid programs than last year. This patient population has been determined to be indigent, not having any source of income or insurance to pay for their hospital bill. Research shows that if hospitals are not in alignment with the CMS Medicare and Medicaid patient satisfaction rules and regulations, we could lose this patient population and funding. It was expressed in the interviews with (OSUWMC) management that if the customer service training was more consistent and received additional resources the patient experience would have a greater impact on the responses on the questionnaires, drawing a more positive direction with the hospitals scores and cultural direction.

The Research The primary research took place with interviews with a customer service manager and a financial manager of OSUWMC hospitals that provided some enlightening information on complaints received and possible solutions. Staff and patient