Striving for the BEST
Patient satisfaction is key at Kansas hospital
Since 2006, inpatient satisfaction has risen from the 59th to 96th percentile at Neosho Memorial Regional Medical Center in Chanute, Kan., according to Press Ganey Associates scores. Emergency department satisfaction has been at least in the 92nd percentile since 2008, and outpatient services rose from the 49th to 65th percentile between 2008 and 2009.
Named one of Modern Healthcare’s Best Places to Work in Healthcare two years in a row, Neosho initiated an effort in 2006 called Bringing Excellence and Service Together, or BEST, that the hospital believes spurred many of these improvements.
Serving a rural, aging population, Neosho saw the need to tighten its patient focus.
The hospital established and communicated performance standards that incorporate patient satisfaction into every employee evaluation, and laid down three musthaves: hourly rounds, monthly training in patient communication, and follow-up phone calls to all patients within 48 hours of discharge.