Page 17 - Hoag Orthopedic Institute 2018 Outcomes Report
P. 17
PATIENT EXPERIENCE
HOI: 1 of 4 in California
PATIENT EXPERIENCE
Over the course of FY 2017, a significant percentage of patients rated their stay at HOI
very highly, indicating that they would definitely recommend HOI to their friends and family. Patient perspectives from various sources including formal Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys, post- discharge phone calls, emails, cards and letters are regularly shared with the staff. Presentations on the Patient Experience are made at charge nurse meetings, department staff meetings, and formal leadership team meetings. When areas of opportunity are identified, multidisciplinary teams convene to work on solutions. Front-line staff members are key participants on these teams, and often provide transformational input.
Since HOI was in the planning stages, a decision was made to identify staff with exceptional skills in their specific fields, and to ensure that these individuals also possessed well-developed soft skills, including communication, flexibility, critical thinking, networking and positivity. Lastly, it was essential that HOI staff were empathetic, kind
Hoag Orthopedic Institute was one
of only four hospitals in California and
the only hospital in Southern California
to earn a Five-Star Patient Experience
Rating from CMS.
Source: Hospital Compare website, accessed December 2017.
and generous with a smile. As a result of staying true to this plan, we are able to offer an incredibly patient-centered experience.
With changing health care requirements, patients are staying in the hospital for shorter durations than ever before. As a result, patients and their loved ones are providing home care sooner
after surgery than before. HOI’s staff has the responsibility not only to care for patients while they are in the hospital, but also to educate patients about how to properly care for themselves once they leave.
See also: HOI Patient Stories beginning on page 56.
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