Striv­ing for the BEST

Pa­tient sat­is­fac­tion is key at Kansas hos­pi­tal

Modern Healthcare - - Special Section -

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.

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