CEO Message

by John G. Hill, FACHE President and CEO

Each quarter TMCA/CMP physician and hospital leaders evaluate the performance of our organization by comparing the results of the Five Key Indicators* against expected performance limits and competitor analysis. Of specific importance, HCAHPS scores are closely examined to determine our shared patients’ perception of inpatient care as one element of our Patient Loyalty indicator. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems- pronounced “H-caps”) is the official patient satisfaction survey methodology of CMS (The Center of Medicare and Medicaid Services). HCAHPS is a national, standardized survey of hospital patients. HCAHPS was created to publicly report the patient’s perspective of hospital care. The survey asks a random sample of recently discharged patients about important aspects of their hospital experience.

In early 2009, The Medical Center of Aurora and HealthONE switched from the Gallup patient satisfaction survey methodology to the HCAHPS survey. Since that time, the organization has experienced quarter over quarter improvement in HCAHPS survey results for the last four quarters as illustrated in the chart below. The 2010 goal of 4.65 is the 90^th percentile for all 168 HCA hospitals.

When TMCA/CMP HCAHPS results are compared to local hospitals in our service area, and to state and national averages, the comparison provides a competitive benchmark of the patient perceptive. The results shown in the next three charts are derived from the website www.hospitalcompare.hhs.gov, where the general public can review and compare hospital data.  The results are for the period of July 2007 to June 2009. Included in the graphs are the preliminary results for Q1 2010 for TMCA.

 

As indicated in the trended chart, TMCA/CMP is making incremental progress each quarter. However, when compared to the local and state hospitals, significant improvement is required to achieve a competitive advantage in the patient experience in our facility.  To this end, our organization is taking specific action to drive improvement in this performance metric.  During April and May employee forums, each employee was asked to set three personal goals to improve the patient and family experience in their individual role and responsibilities in the organization. Additionally, employees were asked to make three suggestions for leadership to improve Patient Loyalty. A summary of employee goals and suggestions for the leadership will be shared in the next issue of the Physicians’ Link.

The vision of our organization is to have every employee and physician provide an excellent experience for our patients and their families.  With the entire organization engaged in a focused effort to improve Patient Loyalty, we ask for your participation and partnership to help improve our results as well.  Please use the Physician Hotline to report opportunities for hospital leaders to address and ask department leaders how to get involved in specific initiatives to improve the patient experience in particular departments of the hospital. Of key importance and as measured by HCAHPS, please take additional time to communicate effectively with your patients and their families while in the hospital. 

I am confident that with the focused help of our medical staff, TMCA/CMP’s HCAHPS results will continue to improve and become the benchmark for local and national hospitals.  Thank you in advance for your willingness to help our hospital achieve the vision of providing an excellent patient and family experience.

*Patient Loyalty, Employee Pride, Physician Engagement, Financial Commitments and Community Trust