Exceeding National Benchmarks in Patient Satisfaction
By Jennifer Mogus, BSN, RN
University Hospitals St. John Medical Center’s Spine & Orthopedic Center has proudly exceeded National benchmarks in patient satisfaction.
This has been accomplished through specific initiatives, tools, education and engagement of interdisciplinary teams throughout the system to transform the patient experience. Through collaborative efforts of Nursing Administration and support staff, we have obtained this prestigious honor and are proud of this national recognition.
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care.
This hospital survey is a 32-item survey instrument and data collection methodology for measuring patients’ perceptions of their hospital experience. HCAHPS has allowed valid comparisons to be made across hospitals locally, regionally, and nationally since 2008.
Six summary measures, or composites summarize:
– How well nurses and doctors communicated with patients
– How responsive hospital staff were to patient needs
– How well hospital staff helped patients manage pain
– How well the staff communicated with patients about new medications
– Whether key information was provided at discharge.
Two individual items are reported that address the cleanliness and quietness of patient rooms and environment. Two global items capture patient’s overall rating of the hospital and whether they would recommend it to family and friends.
Survey response rate and the number of completed surveys are publicly reported, which allows patients to make informed decisions on their preferences of healthcare facilities.
The Spine & Orthopedic Center at UH St. John Medical Center sets the bar in their standards of care by utilizing a “5-Star Hotel” approach to healthcare. We treat our patients as guests in our home and individualize the care for ‘Every patient, Every time.’ Our unit has achieved this exceptional status through many interventions we have put into practice over time.
On a unit level, we have morning huddles focusing on the composites of the survey. All of the staff are engaged and openly discuss the interventions utilized on a daily basis to always meet our guest’s needs.
As a team, we focus on holding each other accountable, which has been a key to our success as a whole. Interventions utilized on a daily basis include hourly purposeful rounding, daily pain management and managerial rounds, weekly pre-operative classes, whiteboards in every patient room individualized to each patient’s specific plan of care, consistent verbal and printed communication/education about medications and side effects, observation of quiet time, room to room shift report, individualized and group physical and occupational therapy, physician rounding, daily discharge planning, and call backs following discharge; to name a few.
We offer amenities to our guests including flowers and cards, daily newspaper delivery, mints on our guest’s pillows, gift bag for home, and a special discharge meal for the guest and family.
The nursing staff in the Spine & Orthopedic Center is a close-knit group of that has adopted the core values (Courage, Respect, Justice, Collaboration) of the hospital system in their daily practice.
Clinical Manager Clare Ruic, BSN, RN, has set a foundation that has provided focus, confidence, integrity, inspiration, passion and accountability which has undoubtedly contributed to the success of the unit. Clare always leads by example and the staff gravitates to her ideas and suggestions because they are the right things to do. Clare is not only concerned with the Spine & Orthopedic Center, but she focuses on modeling our success throughout the other units in the hospital. Through collaborative efforts, Clare and her nursing staff have assisted other units in modeling the themes utilized in her unit to enhance the patient experience as a whole throughout St. John Medical Center.
Moving forward, all within the Spine & Orthopedic Center have set specific, achievable goals for the year 2017:
– They will all continue to work as team to help the organization achieve Magnet Status under their new administration.
– They will continue to engage themselves in committees and team building activities throughout the organization, assuring best practices are utilized.
Many of the our nurses are continuing their education by receiving specialized certifications in orthopedics and obtaining Bachelor’s and Master’s Degrees.
Kudos to Clare Ruic and her amazing team. We are UH, We are St. John!!
Visit us at www.UHhospitals.org.
(Jennifer Mogus, BSN, RN, is a nurse at the UH St. John Medical Center’s Spine/Orthopedic and Surgical Center).