All of that effort began to payoff in November of last year and has continued since then. WMHS has hit or exceeded that target of an overall rating of 70% when answering" Always" to the 18 HCAHPS survey questions. We have been celebrating monthly with our staff and held a celebratory picnic in April for a full quarter of exceeding the target. There is no doubt that there is a direct correlation between a satisfied employee and a satisfied patient.
Wednesday, June 1, 2011
At the July 2010 Health System board meeting, Board Chairman Dr. Donald Alexander announced that WMHS would be committed to a dramatic improvement in patient satisfaction during FY 2011. Management then undertook a powerful transformation improving HCAHPS scores and the overall patient experience, using lots of training and education of staff, posting our scores on a monthly basis for all to see, extensively promoting our "Always" pledge to our patients, and setting our target for achieving a HCAHPS score to that of our competitor, which is possibly the best in a neighboring state.