Survey of Patients' Hospital Experience (HCAHPS)

(July 2018 reporting is based on discharges from October 2016 - September 2017)

More recent data is also available reporting discharges from July 2017 - June 2018.

We are sharing physician scores with leadership team and working with physicians to improve
scores, including assigning units to the physician A physician report card is prepared monthly and reviewed
by the head of the group on an individual basis.  Physician shadowing is ongoing. Expectations for performance scores
are built into physician contracts. Implementing shadowing for hospitalists and
communication of individual HCAHPS performance. Plan
for Patient Experience 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. Hospital has implemented daily Multi-Disciplinary Rounding (MDR) wherein the patient’s care team, including the physician, nurse, and case manager visit patient rooms to discuss the care being provide to the patient as well as address any concerns the patient may have. Daily leadership rounds are performed to speak with
families and see if their needs are being met as expected by the patient. Working on scripting of team members to make
sure the patient is satisfied with the room cleaning. Also working with nursing team members to help decrease clutter in the patient room. Nursing Supervisors rounding on
night shift to measure noise levels and take appropriate action. Guidelines provided to Nursing
to help ensure more restful sleep for patients. Nurse Managers rounding on patients to ensure quiet
environment and to provide aids such as ear plugs. 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. Quiet time implemented 2 hours during the day as
well as during the night shift. Quiet rounds are done to offer patients ear buds, ear phones for TVs for semi private rooms.  Refocusing on maintaining quiet; long-term: building more private rooms

Chart of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) - July 2018