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Greeting patients with a smile at San Francisco General Hospital

Rodney Edwards, left, and his son Nigel are greeted at the front desk at San Francisco General by volunteer Thomas DiBell. The hospital is one of many working to improve the patient experience, prompted by healthcare reform that ties federal payments to patient satisfaction.

Rodney Edwards, left, and his son Nigel are greeted at the front desk at San Francisco General by volunteer Thomas DiBell. The hospital is one of many working to improve the patient experience, prompted by healthcare reform that ties federal payments to patient satisfaction.  (David Butow / For The Times)

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For years, the check-in process in the urgent care center of San Francisco General was reminiscent of a visit to the DMV: Patients took a number, had a seat, waited to be called and, for many, grew exasperated. But things are changing. Read more:
Read more: Focus on patient satisfaction

The expert

Dr. Bridget Duffy, center, has been brought to San Francisco General as a consultant to help improve conditions.   (David Butow / For The Times)

Parley

Dr. Sam Carlson, left, a consultant; staffer Dr. Edgar Pierluissi and hospital administrator Z. Iman Nazeeri-Simmons work as part of the hospital’s “Lean” team, a management strategy developed by Toyota.  (David Butow / For The Times)

No noise

One of the ways San Francisco General is trying to improve the patient experience is for the staff to be aware of noise, particularly in areas where elderly patients are being cared for.  (David Butow / For The Times)

Exercising a new approach

Frequent yoga, Zumba and other exercise classes are available to both patients and staff in the San Francisco General’s new Wellness Center.  (David Butow / For The Times)

A coordinated effort

Nurses, doctors and other staffers coordinate patient care in one of the wings for elderly patients.   (David Butow / For The Times)

Progress report

San Francisco General staff members gather for a one of their biweekly meetings to discuss progress on various goals.  (David Butow / For The Times)

Patient-focused

San Francisco General patient Geraldine Bordeaux is tended to by nurses Brinder Bhuller, center, and Roxana Bartolo.   (David Butow / For The Times)

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