Patient Experience at AHN

About Patient Experience at AHN

Patients first, always

At Allegheny Health Network (AHN), we are guided by the principle of "Patients First." In alignment with our mission—to create a remarkable health experience, freeing people to be their best— we strive to provide outstanding, compassionate care and service at every touchpoint. Placing patients first means delivering world-class clinical care and addressing every aspect of their journey with AHN. This includes ensuring their physical comfort and attending to their emotional needs.

AHN is deeply committed to patient experience. Our vision is a world where everyone embraces health, and we believe that a positive patient experience is integral to achieving this. To formalize this commitment, AHN has established a dedicated Patient Experience program. Our team of professional’s partners with caregivers across the network to exceed the expectations of patients and families, ensuring consistently patient-centered care.

How we support you

At Allegheny Health Network (AHN), we're committed to providing you with the best possible care and experience.

Our Patient Experiance Team can help with the following:

You have concerns about your medical care.
You have concerns about the quality of your care.
You want to recognize a staff member who provided exceptional care.

Partnering with patients to enhance your care experience

The AHN Patient Experience Team is dedicated to ensuring that every patient has a positive and supportive experience throughout their care journey.

Our team focuses on:

Survey Feedback: We design and implement surveys to effectively capture patient feedback. We analyze survey data to identify trends and opportunities for improvement across AHN.
Education and Resources: We provide education and resources to AHN caregivers on patient experience best practices, communication skills, and service excellence. We strive to empower our teams to deliver compassionate and patient-centered care.
Complaint and Grievance Management: We manage the complaint and grievance process for AHN. We thoroughly investigate patient concerns and work to resolve issues in a timely and satisfactory manner.

At Allegheny Health Network (AHN), your feedback is invaluable. We are committed to providing exceptional care, and your insights help us identify areas for improvement and ensure we are meeting your needs.

How we gather your feedback

We use surveys to gather feedback from our patients about their experiences at AHN. These surveys are administered in several ways:

Electronic Surveys: Many patients receive surveys via email or text message after their visit. These are convenient and allow you to provide feedback at your own pace.
Paper Surveys: While electronic surveys are our primary method, we understand that not all patients have consistent access to or prefer using digital platforms. Therefore, paper surveys are mailed to a selection of patients after their visit. These surveys offer an alternative way to share your thoughts and experiences, ensuring that everyone has an opportunity to provide valuable feedback. Your participation in these surveys is voluntary, and your responses are kept confidential. The information we gather is used to identify trends, understand what we're doing well, and pinpoint areas where we can improve.

Why CAHPS Surveys Matter: We utilize Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. CAHPS are standardized surveys that are nationally recognized and used to measure patient experiences across different healthcare settings. These surveys are important because:

Standardization: CAHPS surveys allow us to compare our performance against national benchmarks and other healthcare organizations.
Transparency: Results from CAHPS surveys are often publicly reported, providing patients with information to make informed decisions about their healthcare.
Quality Improvement: The data from CAHPS surveys helps us identify specific areas where we can improve the quality and patient-centeredness of our care.

Patient & Family Advisory Councils (PFACs) at Allegheny Health Network

Healthcare is a journey, and no one understands that journey better than patients and their families. Patient and Family Advisory Councils (PFACs) harness that invaluable perspective. By bringing together patients, family members, caregivers, and our dedicated staff, these councils provide a unique lens through which to examine our practices and identify opportunities for improvement. Together, we're shaping a healthcare environment that truly understands and responds to the needs of those we serve.

At Allegheny Health Network (AHN) we value the input of patients and families in improving the safety, quality, and overall patient experience. To achieve this, AHN utilizes Patient & Family Advisory Councils (PFACs).

Patient Experience Team

At AHN, our commitment is to ensure every patient receives the highest quality of care alongside an outstanding experience. This dedication is at the heart of our Patient Experience team, a specialized group focused on making sure your needs are not just met but anticipated and exceeded.

Our Patient Experience team is led by Dr. Eugene Scioscia, Chief Experience Officer. Dr. Scioscia brings over 30 years of invaluable experience within AHN, providing a deep understanding of our patients' journeys and our healthcare system. The Patient Experience leadership team champions a patient-centered approach, guiding our entire organization to prioritize compassionate and effective care for everyone who walks through our doors.

The Patient Experience team plays a pivotal role in cultivating a culture of patient-centricity across all AHN hospitals and clinics. Their work extends throughout our network, focusing on:

Fostering a Listening Environment: We believe that understanding patient needs begins with truly listening. We work to empower every AHN team member to hear, acknowledge, and respond to patient and family feedback, ensuring your voice is integral to your care.
Enhancing Comfort and Positivity: From the moment you interact with AHN, the Patient Experience team is dedicated to optimizing every touchpoint. They strive to create an environment where your visit is as comfortable, supportive, and positive as possible, recognizing that a positive experience can contribute to better health outcomes.
Improving Communication and Engagement: Clear and empathetic communication is foundational to excellent patient care. The team focuses on developing strategies and resources to improve the flow of information between you, your family, and your care team, ensuring you are well-informed and actively involved in your treatment decisions.
Driving Continuous Improvement: The Patient Experience team leverages patient feedback, data analytics, and best practices to identify areas for improvement and implement innovative solutions across the network. Their goal is to continuously refine and elevate the patient experience at every level.

Dr. Scioscia and the entire Patient Experience team are steadfast in their mission to ensure that every interaction at AHN reflects our unwavering commitment to your well-being. We are here to make your healthcare journey as smooth, supportive, and successful as possible.

How to contact us

If you have concerns about your experience at an AHN hospital, please reach out. Contact the Patient Experience Team at the hospital where you received care by calling the number below. Ask to be transferred to the Office of Patient Experience so we can address your concerns. You can do so by:

Contacting your care team directly: Often, the quickest way to resolve an issue is to speak directly with your doctor, nurse, or other members of your care team.
Contacting Patient Experience: You can contact our Service Excellence department by calling the hospital and asking the operator to speak to patient experience. They will listen to your concerns and work to find a resolution.
We are committed to addressing your concerns and using your feedback to improve the care we provide.
We value your partnership in making AHN the best place to receive care.