South Miami Hospital Focuses Resources on Pain Management and Physician Communication
Hospitals today strive to meet patient needs on many levels. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey documents hospital performance in eight areas of patient-centered care: nurse communication, physician communication, discharge information, pain management, communication about medications, cleanliness, quietness, and responsiveness of hospital staff. The survey also asks how patients rate the hospital overall, and whether they would recommend the hospital to family and friends.
Bluewater Health Provides Exemplary Access to Care through a Patient-Centered Culture
Bluewater Health used this philosophy to strengthen the organization, using what they were already doing successfully as a foundation for change and hiring new staff with appreciative qualities. Now it has become the way they operate and a part of everything they do from conducting strategic planning to reviewing patient satisfaction data to improving processes throughout the hospital.
Meeting Patient Needs with Empathy and Excellence
This case study profiles Seacoast Family Practice and Core General Surgery, which the Picker Institute has identified as high performers in delivering patient-centered care based on their exemplary performance in CG-CAHPS publicly reported data.
Our Lady of the Lake: Displaying the Spirit of Healing Through Nurse Communication
NEW! Nurse Communication Composite Case Study. This case study profiles Our Lady of the Lake Regional Medical Center, which the Picker Institute has identified as a high performer in delivering patient-centered care based on its exemplary performance in HCAHPS publicly reported data for nurse communication among hospitals of its size.
Bryan Health Educates Patients One Discharge at a Time - Part 2
NEW! Discharge Information Composite Case Study. Part One of this case study looked at the role of bedside nurses, patient education materials, and specialized admission/ discharge nurses. In Part Two, we will discuss care management and special efforts to reduce readmissions.
Bryan Health Educates Patients One Discharge at a Time - Part 1
NEW! Discharge Information Composite Case Study. The Picker Institute has selected Bryan Medical Center as a high performer in delivering patient-centered care based on its exemplary performance in HCAHPS publicly reported data for discharge information among hospitals of its type and size.
Seeking Systemness: Pursuing a Customer-Driven Health System Strategy
For decades hospitals have come together-some through mergers and acquisitions, others naturally clustered through expansion-to form what we properly term the "healthcare system." Many of these systems still operate independently and share few resources while taking scarce directive from the corporate office. What is shifting now is the desire to be seen, heard, and felt by the consumer as a healthcare system-all motivated by reform and its merger-friendly demand for efficiency.
South Shore Hospital: Healing, Caring, and Comforting
NEW! Discharge Information Composite Case Study. South Shore Hospital’s commitment to patient-centered care is embedded deep in its culture.
St. Mary Medical Center Nurtures a Culture of Excellence
NEW! Nurse Communication Composite Case Study. This case study profiles St. Mary Medical Center in Langhorne, PA, which the Picker Institute has identified as a high performer in delivering patient-centered care based on its exemplary performance in HCAHPS publicly reported data for nurse communication among hospitals of its type and size.
Advertising Testing: The Importance of Pre-Launch Campaign Success
St. Vincent's HealthCare, Jackson, FL
The outpouring of positive feedback and support has been nearly overwhelming for Brockmeier and company. Comments, notes, and inquiries came from colleagues, competitors and actual consumers. The “St.” campaign’s pretest performance was a harbinger of future market success. Take the metric of “compassionate care” for example: AdVoice showed a lift in consumer reaction to St. Vincent’s ability to provide “compassionate care” after viewing the ad.
Brand Equity in Healthcare: The Impact of Branding in a Changing HealthCare Landscape
At its core, brand equity in healthcare is the idea hospitals and health systems must build a strong brand and position it over time to survive and flourish in a changing healthcare landscape. Brand equity in healthcare is built through the continuous accumulation of thoughts, feelings, opinions, and behaviors regarding a hospital or health system based on the experience it provides the customer.
Embracing Patient-Centered Care Improves Quality
at Nebraska Orthopaedic Hospital, Omaha, NE
NRC Picker recognizes Nebraska Orthopaedic Hospital (NOH), a small specialty hospital in Omaha, NE, for positive outcomes it has realized as a result of its commitment to patient-centered care. To better understand NOH's quality improvement efforts, NRC Picker asked team members D.J. Scrivner, CNO, NEA-BC, Dava Osborne, marketing and public relations coordinator, and Carol Groothuis, manager of quality and accreditation, to share their successful practices and daily challenges.
International Comparison of Patient Experience Data
by David Van Winkle, PhD
As the global economy expands, nations, businesses and people are becoming increasingly exposed to foreign markets and services in the international marketplace. This increased exposure calls for better understanding of the variation within and among national markets and service sectors to assess potential strengths and weaknesses to maximize benefit for all. Differences in the way that nations provide such an important and basic societal service such as healthcare may be one of the most significant themes impacting national and global economies.
St. Joseph's Employees Spoke
The hospital listened and created excellence
St. Joseph’s Health Care, London implemented its second employee workplace survey in the fall of 2006. The organization once again worked with NRC Picker, which conducted St. Joseph’s 2003 employee experience survey.”
University Health System Delivers Patient-Centered Care, Achieves Magnet
University Health System, San Antonio, TX
University Health System (UHS), a nationally recognized academic medical center and partner of The University of Texas Health Science Center San Antonio, is consistently acknowledged as an innovator for advancing treatment options, new technologies and clinical research. It’s been named as one of the nation’s Most Wired Hospitals & Health Systems and as one of the Top 25 Most Connected Healthcare Facilities. It’s also been recently designated as a Magnet® healthcare organization by the American Nursing Credentialing Center (ANCC).
Meritus Praises Employees, Improves Experience
Meritus Health System, Hagerstown, MD
Meritus Health System (MHS), a 260-bed acute-care facility located in Hagerstown, MD, is steadfast in its efforts to deliver high-quality patient experiences. To ensure consistency at the staff level, MHS established its Praise Patrol in September 2009 and charged the team with the task of invigorating its employee recognition program.