Patient satisfaction update - A message from Gary Park

Please read the following message from Gary Park, UNC Hospitals' President, detailing our latest Patient Satisfaction scores and our push to improve care, service, and our patient satisfaction scores as we move closer to the end of the fiscal year.

Dear Colleagues,

We want to update you on our most recent patient satisfaction surveys.  With our Commitment to Caring and Carolina Care we have greatly enhanced the patient care experience.  

#1 in every HCAHPS measure
UNC Hospitals ranked #1 among Triangle hospitals in all 10 categories of the latest Hospital Consumer Assessment of Healthcare Provider Systems (HCAHPS) survey. We operate in a very competitive health care market, so this is truly a great accomplishment.

You can view the full details of the latest HCAHPS survey in this chart. These results cover the period from July 2009 – June 2010. HCAHPS is a 27-question standardized survey which measures patients’ feedback on their hospital experience. All results are publicly reported at www.hospitalcompare.hhs.gov.

A push to the 75th percentile
For the 2011 fiscal year, our target goal for patient satisfaction is the 66th percentile of the Press, Ganey database for both inpatient and outpatient care.  Fiscal year-to-date, we are in the 71st percentile for inpatients and the 77th percentile for our outpatients.

We should easily surpass our 66th percentile targets. I want to push toward our “stretch goal” of the 75th percentile for both inpatient and outpatient satisfaction. This will be tough, but it is doable if we remain dedicated to providing each patient with the best care possible.

What can we do to continually improve?
Common courtesy and empathy are the core components of patient satisfaction. According to Press, Ganey, the following behaviors are most important to our patients:

  1. Responding to patients’ concerns/complaints
  2. Addressing patients’ emotional needs
  3. Including patients/family members in decisions regarding treatment
  4. Explaining what happens during treatment and triage
  5. Expressing concern for patients’ privacy


I encourage everyone to focus on how we can apply these behaviors and improve your patients’ experiences.

Also, I specifically want to encourage everyone to share suggestions for improving patient care and efficiency during our 2011 Employee Opinion Survey that begins Monday, May 9. We hold this survey each year because we value your opinions and want to continually improve for both our patients and coworkers.

Keep up the good work
We have worked diligently to improve our patients’ experience at UNC Health Care over the past several years. Our patients are now telling us that these efforts are paying off.

On behalf of our leadership team at UNC Hospitals and the UNC Health Care System, thank you and keep up the good work!

Sincerely,

Gary L. Park
President, UNC Hospitals

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