The following is a guest blog, written by Janet Lacey, director of patient experience at GRMC.
"Our way to create and enhance a service excellence journey to build patient loyalty, foster teamwork, and celebrate the joy of caring."
The phrase above sums up our Compassion in Action service initiative program. We recognize employees and volunteers as they are "Caught In The Act" of providing exceptional service, of going above and beyond what's expected. We have been following this and other paths for years to provide patients with quality healthcare, and an outstanding experience, all at a good value.
For the next several weeks, GRMC employees will participate in short, effective 30-minute meetings called "huddles." These sessions are just like football huddles: short, to the point, and unite us as a team.
Quality huddles contain information for GRMC employees that explains a new program from the Centers for Medicare and Medicaid Services called Value Based Purchasing. VBP as it is known, is an initiative required by the Patient Protection and Affordable Care Act. Through the VBP, CMS will withhold one percent of hospitals' Medicare inpatient payments as an incentive for meeting quality measures. Hospitals can earn back part of that withheld payment by how well we meet certain standards of quality.
This program starts on July 1, 2011, just a couple of weeks away. But, at GRMC, the focus has always been on quality healthcare. The incentive payments are definitely important, but we focus on quality for one major reason. We want to keep our patients as safe and well cared for as we possibly can. After all, we are caring for each other's friends, family, and neighbors.
Over the next few weeks, all employees will participate in a huddle to learn more about the program and how important every single staff member is to this process. The huddles will explain how the safety and satisfaction of our patients, HCAHPS survey scores, Core Measures, and Value Based Purchasing all interact, what they mean, and how we can use them to improve the quality of care delivered at GRMC.