Page 11 - Hoag Orthopedic Institute 2014 Outcomes Report

“ONLY WITH HELP FROM THE SUPERB STAFF HERE CAN A PATIENT EXPECT SUCH A SPEEDY RECOVERY. FROM THE RECEPTIONIST TO
THE TOP-NOTCH DOCTORS, SUPERB NURSING STAFF TO HOUSEKEEPING AND ADMINISTRATION, EVERYONE WHO ENTERED MY ROOM ASKED,
‘CAN I GET YOU ANYTHING?’”
PATRICIA G., HOAG ORTHOPEDIC INSTITUTE PATIENT
Overall Experience
At HOI, we look to our patients to let us know how we’re doing. We also compare our HCAHPS scores to those of other hospitals, and communicate these scores to all levels within our organization. We don’t stop there – we compare our monthly HCAHPS scores with our own previous scores to ensure that our efforts to provide an excellent patient experience are being sustained, as measured through our patients’ voices, and set up teams to work on solutions for any opportunities for improvements.
HCAHPS: Percentage of Top Box Responses
(Higher is Better)
100 90 80 70 60 50 40 30 20
Press Ganey Database
(1,746 Hospitals)
10 Hoag
0
Source: Press Ganey surveys returned. July-Sept., 2013
Orthopedic Institute
2014 OUTCOMES REPORT | 11
Rate the Hospital
Recommend the Hospital
Communication with Nurses
Response of the Hospital Staff
Communication with Doctors
Hospital Environment
Pain Management
Communication about Medicines
Discharge Information