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HL20: Laurent Gueris—Creating a Patient Experience Environment

Joe Cantlupe, for HealthLeaders Media, January 24, 2014

Patients have responded, dramatically improving Providence Little Company of Mary Medical Center's patient satisfaction scores, Gueris says. Over a three-year period, patient satisfaction involving housekeeping improved from 60% the first year to 70% the second and 90% the third, according to the hospital's latest figures in 2012.

Not only that, patients sent personal notes to the housekeeping staff, thanking them, mentioning them by name. Pretty unusual, Gueris says.

The satisfaction scores are included under the Hospital Consumer Assessment of Healthcare Providers and Systems survey, which asks patients about their satisfaction during their hospital. The survey mentions communications with doctors, staff responsiveness, hospital cleanliness and quietness, and overall rating of the hospital.

When the HCAHPS first asked patients about how their room was clean, and their satisfaction involving communication with staff, "That was always one of my goals, to shine" on those HCAHPS measurements about clean lines and communication with staff, Gueris says.

Before Gueris embarked on his venture to change housekeeping attitudes about patients—and their attitudes about housekeepers—the patient rooms may have seemed unnaturally quiet.

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