Proven Performance in the Hospital
The key to improving all aspects of performance (clinical, experiential, financial and operational) is to really listen to what your patients are saying and act on those insights. You’ll see that those who have worked with Press Ganey truly understand how improving patient satisfaction can lead to better outcomes systemwide.
Featured Case Study:
(Baton Rouge, La.)
Officials at Our Lady of the Lake Regional Medical Center in Baton Rouge, La., were shocked by the first posting of publicly reported data from HCAHPS in 2008. With the knowledge that before long those scores would have an impact on Medicare reimbursement, the hospital went to work. After a hospital-wide review, OLOLRMC adopted a potent combination of process changes, shared decision-making and a new organizational structure around service excellence. The improvement effort focused on a few HCAHPS domains: communication with nurses, noise reduction, pain management, discharge instructions, medication education, venipuncture and responsiveness of hospital staff. As a result of the efforts, OLOLRMC’s “always” rating for the overall rating on HCAHPS question has improved 21% since 2007, while the “recommend” score rose 14%.