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Kettering Health Network in Dayton, OH, looks at both good and bad comments pertaining to access on Press-Ganey surveys. "We want to reward and recognize our people who are doing things right every time, but coach and mentor those having trouble with the processes," says Jana R. Mixon, director of patient access and central scheduling. "We make sure we are addressing both sides of the issue."

Share feedback — bad and good — with staff

Kettering Health Network in Dayton, OH, looks at both good and bad comments pertaining to access on Press-Ganey surveys. "We want to reward and recognize our people who are doing things right every time, but coach and mentor those having trouble with the processes," says Jana R. Mixon, director of patient access and central scheduling. "We make sure we are addressing both sides of the issue."