"The Ronan Report" provides insight about the activities at the Western Maryland Health System in Cumberland, Maryland, and about the changes taking place in healthcare today from a CEO's perspective.

Wednesday, June 1, 2011

Patient Satisfaction

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. 

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.

1 comment:

  1. Congratulations to your Board for taking this initiative; in addition to the coorelation between employee and patient satisfaction, there is also the important connection to patient safety and quality! All are important to focus on.