Patient Experience Report July 1, 2011 to May 23, 2012 (FYTD)

Transcription

1 Patient Experience Report July 1, 2011 to May 23, 2012 (FYTD) Georgia Health Sciences Medical Center Family Services Development

2 Report Conventions Throughout this report, the following icons are used to convey the tone of patient feedback: Positive Mixed Negative

3 Executive Summary Threshold (75 th Percentile) Target (80 th Percentile) High Performance (90 th Percentile) Surveying Area FYTD 2012 Mean Score FYTD 2012 Percentile Expectation E-Gap Results Pediatrics Surgery th Below Threshold but met patient expectations Ambulatory Surgery Emergency th th Below Threshold but met patient expectations Below Threshold IP Behavioral Health th Exceeded Target Adult Inpatient nd Below Threshold OP Behavioral Health th Exceeded High Performance Outpatient th Below Threshold but met patient expectations Physician Office Pediatric Inpatient st Below Threshold th Below Threshold GHSMC Overall Score Below Threshold but met patient expectations The E-Gap illustrates the difference between our patients expectations and the actual score given based off the three Avatar expectation questions, which are calculated separately from the mean score.

4 Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) These results are from patients who had overnight stays from July 2010 to June 2011

5 Health Care Champion Joyce Ellis, Senior Customer Service Officer, has been selected as this month s Health Care Champion. Ellis provides frontline customer service for the Emergency Department, in which she interacts with visitors on a daily basis. Those who come in contact with her say she is courteous, friendly and very knowledgeable when addressing the needs of our patients and families. Her passion for PFCC has become contagious to others. Congratulations!

6 PFCC at a Glance Erica Steed, Manager of Family Services Development, coordinates AIDET exercises with the staff of Kingston General Hospital (Ontario, Canada) to show how effective communication can ease anxiety and increase compliance among patients. Dr. W. Kent Guion, Vice President for Diversity and Inclusion, talks to the staff of Kingston General Hospital (Ontario, Canada) about the importance of having diversity in the health care environment.

7 Patient Experience Comments 4C: Gloria Wright was wonderful! She was the one nurse who was finally able to get the IV inserted. There were one or two staff members whose service was sub-par, unfortunately. 5C: Everyone was truly amazing! I couldn't have asked for a better experience. Thank you! 4 South: During my first night in the hospital, my sleep was interrupted 17 times for vital signs, blood tests, heart monitor, room equipment, etc. It was a terrible night! Patients across the hall moaned and cried out all night - sleeping was impossible. Emergency Department: Emily Lesiey was very friendly and helpful during my brother s visit. The PA was excellent in explaining all my procedures. Again, Emily did a great job with discharge teaching. Thanks for the wonderful care and friendly attitude. NICU Touch Station: The nurses that escorted me and my baby to the OR were very kind, warm, and knowledgeable about my daughters needs. I was thankful to have them taking care of my daughter.

8 Patient Experience Comments Pediatric Ambulatory Surgery: Oh, what a great job the team did while we were here for the twins' surgery. I especially want to commend the nurses in the recovery area for the great job they did with the girls. My daughters came out of the anesthesia like a champ, and basically slept. One nurse was very nice, friendly and bubbly, all of which put the girls at ease before they were brought back to the OR. Dr. Groves was as good as I expected him to be. Women s Health: All the people I came in contact with at Dr. Brent Parnell's office were outstanding. I was very pleased with the care provided to me. I would highly recommend Dr. Brent Parnell to anyone. I hope he will be at this hospital for a long time. Dermatology: Dr. Loretta Davis was very caring and made every effort to help me deal with my health issues. She was helpful when she returned my call. Internal Medicine: The nurse that called me to provide the test results could use some training. She called my home three times, but only left a message on the third call. The message was simply please call us back. I called three times, but only got a recording asking for contact info for a call back. I left two messages, but did not get a call back. At this point, I am thinking something bad is going on. The message she left me could have included something like, "Its not urgent, contact us at your convenience. Other than that, everything went PERFECT!

9 Patient Experience Comments Pediatric Endocrinology: The wait time in the exam room is extremely long. I understand the doctor is busy and takes his time with each patient, but my appointment was at 10:20 a.m. and we didn't get out of the office until almost 1 p.m., and only the last 15 minutes was spent with the doctor. Sports Medicine: I am always at ease in all my clinic visitation because of the high quality care and sensitivity. Eye Care Services: While I am comfortable with my doctor the clinic does not follow all procedures exactly. Equipment sanitary procedures were not followed before using the chin rest to have my eyes examined. Also, the students and interns are a tad clumsy sometimes. Family Medicine: Dr. James Foster is an excellent care giver - the finest in his field! He is always upto-date on any need or concern I may have. Radiology: I really appreciate that the 3D mammography was explained to me fully. What a great new piece of technology. Adult Neurology Clinic: Dr. Ned Pruitt is a fantastic doctor! He is very thorough and takes his time. He shows that he is dedicated and cares about pain management!

10 Improvement Ideas Do the unexpected. Instead of just returning phone calls routinely call your patients between visits. Try calling two - three of them each day just to see how they are doing. This can really be helpful for certain populations like new diabetics. Have your nurses do this too. This will exceed your patient's expectation. It is essential to educate patients about pain that they might continue to have at home and how to best manage that pain. Patients should have detailed information regarding their medications. Select a Physician Champion who has demonstrated excellent interpersonal skills with staff and patients alike. Ask the champion to develop specific behavior standards for other physicians that demonstrate empathy. Hold all physicians and surgeons to the specified level of professionalism and thoroughness. Encourage patients to use the whiteboard provided to jot down questions throughout the day, and then make sure that you look for those questions and work to answer them upon your visit. Remember to always acknowledge the patient and family members. Introduce yourself. Identify the process for the duration of the visit. Explain information and procedures clearly. Thank you for visiting GHSU. Also known as AIDET.

11 Patient Family Centered Care is more than a philosophy. Its about who we are and how we provide an atmosphere of excellence for our patients and families, staff and faculty. It must become rooted inside us all, part of our core values. - Teri Perry, RN, MSN Vice President of Adult Patient Care Services