Survey of Patients' Hospital Experience (HCAHPS)

Hospital Compare Data as of July 2016

(discharges from October 2014 through September 2015)

More recent data is also available reporting discharges from October 2015 to September 2016.

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The customer service team is being restructured. Nursing leader leadership will implement various measures to improve communication. Sharing Physician Scores with Medical Executive Leadership Team, Working with Hospitalists to improve scores.  Assigned Hospitalist to units. Physican mentoring program continued. Plan for Pt. Exp. Coordinator to meet with Med Exec team and hospitalists to discuss/explain HCAHPS using PP presentation. Also, a new initiative in place for hospitalists and all other MD’s on expectation for communication w/patients put in place by hospital president and VPMA. Education is being implemented and audits performed  with all nursing staff on  appropriate medication pass which includes providing the name of all meds, purpose of meds, side effect of meds and providing printed material to patients regarding side effects of new medications. Manager working with all team members to educate on communication with patients.  Tent cards are now placed on pt. beds indicating “room clean” and offers team member’s name and number to call for assistance.  All team members expected to ask pt. if they “need anything done to make room cleaner” before I leave. 'Silent Hospitals Help Healing Campaign launched and continuous evaluation of noise levels in various areas.  Team member education on patient-centeredness approaches. 'Care coordination when possible; shutting doors, use of low voices, dimming lights. Limiting visitors after hours. Asking patients to use earbuds after 9:00 p.m. ''Night time quiet rounds, Quiet times on unit 9pm-5am, Quiet Campaigns/ education. Patient Experience team has been assigned to work on Quietness to improve scores. Refocusing on maintaining quiet; long-term: building more private rooms HCAHPS improvement projects are in place for floors with low scores and high volume.  We are also scripting, coaching and documenting accountability results for all team members.  Ancillary depts are coaching all staff on AIDET. New leaders are now in place and the Customer Service Task Force will be restructured under the guidance of senior leadership and Quality.   Patients rounds are done each day and any problems reported to senior leadership.