The Spine & Orthopedic Center at UH SJMC Exceeds National Benchmarks in Patient Satisfaction

Robert G. David, UH SJMC President, and Clare Ruic, BSN, RN, CCM, Clinical Manager of the Spine & Ortho Center.

Robert G. David, UH SJMC President, and Clare Ruic, BSN, RN, CCM, Clinical Manager of the Spine & Ortho Center.

The Spine & Orthopedic Center at University Hospitals St. John Medical Center has achieved unparallelled excellence in every area of patient satisfaction, according to a large national survey conducted by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

The HCAHPS Survey – a national, standardized, publicly reported survey of patients’ perspectives of hospital care – ranked the UH SJMC Spine & Ortho Center in the 91st percentile or higher in each of nine separate satisfaction categories.

“I am just so proud of this entire unit and everyone associated with it,” said UH SJMC President Robert G. David. “This survey is based on more than 400 survey responses, so we know by the size of the survey that this is an accurate assessment of our patient experience.”

Clare Ruic, BSN, RN, CCM, Clinical Manager of the Spine & Ortho Center, remarks that the survey captures the spirit of excellence that is presented by all affiliated with the Center each day.

“Our goal is to always provide excellence in patient care and patient satisfaction. We have a great staff, and the survey results have a lot to do with the teamwork we enjoy here,” said Ruic, who has directed the Center since it opened 8 years ago.

“A lot of it has to do with leadership,” said Patient Navigator Trisha Marcell, RN, ONC. “But it really has to do with everyone working together, really listening to our patients and treating everyone like family.”

For David, whose business card lists his position at UH SJMC as both President & Chief Patient Experience Officer, the recognition resonates with his commitment to excellence in care and satisfaction for all who come to UH SJMC. “An accomplishment of this stature puts our hospital at a level of care and performance that equals or exceeds any hospital in the country,” he said.

Last year, the UH SJMC Spine & Ortho Center cared for over 1000 patients. About two-thirds sought out the Center for joint replacement surgeries.

UH SJMC HCHPS Spine/Ortho Survey Summary

– Rate Hospital 0-10: 96th percentile

– Recommend the Hospital: 91st percentile

– Communication with Nurses: 96th percentile

– Response of Medical Staff: 97th percentile

– Communication with Doctors: 97th percentile

– Hospital Environment: 93rd percentile

– Pain Management: 93rd percentile

– Communication about Medicines: 95th percentile

– Discharge Information: 95th percentile

The UH St. John Medical Center Spine & Orthopedic Center – By Jennifer Mogus, BSN, RN


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