![]() Each development was contributing to declining patient satisfaction and lower HCAHPS scores. A previously established staff rounding process by executive managers did not meet objectives and was very difficult to sustain. Some care issues were discovered after the fact. ![]() Many patients did not receive a leader rounding visit to assess care quality. But by late 2013, key measurements of these purposeful conversations between managers and staff and patients were trending negatively. Their methods draw heavily on lean principles and rely on patient and staff rounding conducted by hospital and nurse leaders to ensure the best possible patient experience. Historically, two departments at El Camino Hospital – Performance Improvement and Patient Experience – have shared responsibility for care quality. ![]() With the advent of public Hospital Assessment of Consumer Healthcare Providers and Systems survey reporting and reimbursements linked to patient satisfaction, hospitals cannot wait for the quarterly Centers for Medicare & Medicaid Services rankings to see what their patients think. Yet technical innovation alone doesn’t guarantee a quality patient experience disciplined measurement and timely analysis are needed. The 443-bed nonprofit shares with its pioneering neighbors a deep belief that continuous innovation in technology can drive improvement in patient care. Calling itself the hospital of Silicon Valley, El Camino Hospital is an acute care organization with campuses in Mountain View and Los Gatos, California.
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