Page 21 - Hoag Orthopedic Institute 2012 Outcomes Report

PATIENT EXPERIENCE
Achieving consistent patient-centered excellence by enhancing the clinical, physical and emotional aspects of the patients’ journey is an ongoing mandate for the entire HOI family. To that end, the institute consistently collects and closely analyzes patient feedback.
The first standardized patient experience hospital survey, the Hospital Consumer Assessment of Health Providers and Systems Survey (HCAHPS), began in 2006 with results shown at www. hospitalcompare.hhs.gov. HCAHPS provides national standards for collecting and reporting on the patient experience and enables consumers to make informed hospital comparisons on national, regional and local levels. As reported in the New England Journal of Medicine (October 30, 2008), quality of care is significantly better in hospitals that performed better on HCAHPS.
HCAHPS OVERALL ASSESSMENT
Most hospitals’ HCAHPS score reflects the percentile of most favorable responses to that survey question. In these key categories measuring patients’ perspectives, Hoag Orthopedic Institute outperformed at least 98 percent of hospitals surveyed.
ENHANCING THE PATIENT EXPERIENCE THROUGH COMMUNICATION
Preoperative education empowers patients
by increasing knowledge about care-related issues and lessening anxiety. HOI also views pre-admission education as an opportunity
to decrease length of stay, decrease variable costs, and improve patient, staff and physician satisfaction. Each patient scheduled for orthopedic surgery is encouraged to participate in a class presented by an orthopedic specialty nurse.
Nurse navigators provide emotional and educational support to the patient throughout their care. They phone every patient prior
to surgery to discuss the patient’s history, medications and expectations for their surgery. They connect the dots for the patient and provide valuable information to make sure the patient is prepared for his or her surgery and discharge.
All pre-op nurses perform chart review and four clerical coordinators communicate with the physician offices to make sure patients’ charts are complete and patients are ready for surgery. These points of communication have helped HOI to achieve a less than 1 percent day-of-surgery cancellation rate.
Patient Experience
Percentile (Higher is Better)
100 99% 80
60
40
20 0
98%
Recommend the Hospital
Overall Hospital Rating
Source: HCAHPS and Press Ganey (surveys returned), July-September 2012. n= 1,703 hospitals
2012 OUTCOMES REPORT | 21