Decade of Patient Experience Improvement at a Tertiary Care Urban Hospital.

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From: Quality Management in Health Care(Vol. 31, Issue 2)
Publisher: Lippincott Williams & Wilkins, WK Health
Document Type: Article
Length: 423 words

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Abstract :

Byline: Alyssa Eamranond, Boston College, Boston, Massachusetts (Ms A. Eamranond); Arista Health, Farmington, Connecticut (Dr Rodis); Saint Francis Hospital & Medical Center, Hartford, Connecticut (Ms Richard and Dr Grey); Trinity Health of New England, Hartford, Connecticut (Ms Safer); Ever Medical Technologies, Boston, Massachusetts (Mr Kunupakaphun); and Brigham & Women's Hospital, Harvard Medical School, Boston, Massachusetts (Dr P. P. Eamranond).; John F. Rodis; Kimberlee E. Richard; Amanda Safer; Schawan Kunupakaphun; Michael R. Grey; Pracha Peter Eamranond Abstract BACKGROUND AND OBJECTIVE: The purpose of this quality management study was to demonstrate how one hospital made a journey from average patient experience to become a regional leader in the experience of patient care for nationally recognized quality and safety metrics. METHODS: Saint Francis Hospital & Medical Center (SFHMC) located in Hartford, Connecticut, serves a diverse sociodemographic community as part of Trinity Health. "Recommend the Hospital" (RTH) has been the main marker of patient experience at SFHMC and Trinity Health across the United States as part of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). From 2010 to 2019, SFHMC implemented unit-based rounding hospital-wide, adopting charge nurse and executive leadership rounding as standard work. The intense support from senior leadership spurred the implementation of these changes across middle management and all frontline workers. The t test was used to determine differences between the mean RTH scores between SFHMC, Connecticut, and the United States. RESULTS: Patient experience at SFHMC was regularly assessed by Press Ganey surveys and HCAHPS, which demonstrated higher scores than averages for the state of Connecticut and the United States between 2010 and 2019 (both Ps CONCLUSION: A combination of nurse-led, unit-based rounding and executive team rounding with a consistent focus on patient experience resulted in significant improvement in RTH scores for a busy teaching urban hospital, with only a modest investment of resources. There was also improvement in quality and safety outcomes, which together with patient experience of care drove fiscal stability in an increasingly value-based health care environment.

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Gale Document Number: GALE|A698235913