Tenet HealthCare developed the Target 100 Initiative which began at San Ramon Regional Medical Center in May 2001. Target 100 seeks to achieve 100% satisfaction rates among our most important customers - patients, employees and physicians. The Target 100 culture engages each of us - from the hospital CEO to the floor nurse to the admission clerk - in a structured process aimed at improving service. Action Teams were formed with the focused intent of seeking out and implementing significant improvements in the areas of patient satisfaction, physician satisfaction, service excellence, leadership, and rewards and recognition. The goal is to make customer service a dominant aspect of the San Ramon Regional Medical Center culture - service to our patients, physicians and employees.
In May 2002, the hospital celebrated its one year anniversary of Target 100 and 2nd year kick-off. Employees had the opportunity to sign-up on a team. An Administrative Team member was assigned to each team as an advisor and the hospital has a designated Initiative Champion that oversees all teams. Action Teams were restructured to the following:
- Inpatient Satisfaction
- Outpatient Satisfaction
- Physician Satisfaction
- Recovery & Recognition
- Employees for Excellence
Target 100 is not a program but is the culture at San Ramon Regional Medical Center.
Team Accomplishments June 2001 – May 2002
SMILE Program
Patient Discharge Phonecalls
Patient Discharge Notecards
Communication Boards
Service Recovery Tool Kit Program
Doctors' Day Recognition
Physician Suggestion Box
Physician Transcription Room on Diablo Unit
Medical Staff Pocket Directory
Chief of Staff Wall of Fame
New Hire Welcome Cake
Weekly Department Treasures
Employee Recognition Program
- Thumb's Up/Quarterly Star
December Family Holiday Event
An Evening at the Sharks Hockey Game
A Day at the Giants
Pumpkin Carving Contest
Staff Wellness Event
Volunteer Recognition
Top Hat Bike Ride
Daffodil Days (American Cancer Association)
Heart Walk (American Heart Association)