The consumerism movement has helped make patient satisfaction an even bigger priority for hospitals. Unfortunately, there is no secret formula for improving satisfaction scores. But by empowering patients to be partners in their care and focusing on comfort, quality of care, and employee satisfaction, hospitals can point themselves in the right direction.
Bill PowandaVice PresidentGriffin HospitalDerby, Conn.The next sea change for hospitals will be the Centers for Medicare & Medicaid Services' Consumer Assessment of Healthcare Providers and Systems survey in late 2007, which will allow healthcare consumers to compare patient satisfaction ratings for the nation's hospitals. Hospitals that score below the median will be severely challenged to improve ratings quickly. A geyser of consultants will spring up to help, but as Griffin has learned, there is no quick fix. Creating an exceptional patient experience requires an organization-wide cultural transformation that puts the patient first. Griffin has used the Planetree care model since 1992, which provides personalized care in a healing environment and empowers patients with information, such as open medical records, that enables them to be partners in their care.
William F. HaugPresident and CEOChildren's Hospital Central CaliforniaMadera, Calif.Satisfied employees provide great care, and that translates to high patient satisfaction. No limousine, spa or private room can compare to outstanding care from great employees. Employees can be resistant to something that looks like the next "magic potion." You have to build systems that are legitimate investments of time, focus and leadership. As a pediatric facility we don't just treat the patient, we treat the whole family. For example, each room has a fold-out couch so parents and siblings can stay, and each unit has parent lounges with computers and Internet access. We have adopted core values that ensure we treat every family with respect, kindness, hope and good humor. My advice would be to avoid the gimmicks and concentrate on what it really takes to provide comfort and quality care to patients.
-Carrie Vaughan
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