Monday, March 16, 2009

HCAHPS is Just the Beginning

Recently I commented that the Hospital Consumer Assessment of Healthcare Providers and Systems, or HCAHPS, report has ranked GRMC very well on patient satisfaction from data collected in the patient experience survey. This excellent rating comes only after the hard work of many people helping to create an environment that fosters employee ownership.

Some of the success comes by building a culture where education supports great service such as our Compassion In Action program. This seven-year journey has a simple mission statement:
“Our way to create and enhance a service excellence journey to build patient loyalty, promote teamwork, and celebrate the joy of caring.”

Other focus areas include our Pursuit of Pride survey, where employees have told us to do a better job of holding people accountable for their performance and attitudes. Overthe last several years, a great deal of effort incorporated our values into the job descriptions and evaluation process. Integrity, compassion, cooperative spirit, innovation, and service are now part of the way we evaluate and reward our staff.

Finally, we have spent time thinking about and implementing a more healing environment. From our meditation room to the healing garden, the bird aviary to the art collection, integrated health to fitness and wellness, we have worked hard to create a better healing environment for both our patients and employees. All these efforts make a difference for our mission and the folks that carry it out on a daily basis.

I will also tell you that we are not resting on our laurels, no indeed. We know we can do even better. These survey results give us insights into where we can put new energy and efforts to improve on our current great work. We know we are not perfect and when delivering something as personal, complex, and expensive as healthcare there will always be opportunities for getting better. And that is one of the reasons I have called GRMC home for more than 15 years. Way to go team! I am proud of you!

The postings on this site are my own and don’t necessarily represent GRMC’s positions, strategies, or opinions.

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