Page 8 - Hoag Orthopedic Institute 2015 Outcomes Report
P. 8

PATIENT EXPERIENCE
Patient experience. Patient satisfaction. Patient engagement. Patient- and family-centered
care. While virtually every hospital in the United States uses these industry catchphrases, select institutions, such as HOI, consider these terms foundational. We have always understood that our patients determine our success. We do not stop at clinical success; each unique patient’s expectations must be met or exceeded for him or her to perceive that we have been successful providers of his or her care.
A standardized survey tool called the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is used to gauge patients’ perceptions of their care. Because hospitals across the country are asking patients the same questions and using the same response options, the scores are valid to use for facility comparisons.
HCAHPS scores are reported to CMS (the Centers for Medicare and Medicaid Services) and are provided to the public via the CMS website, Medicare.gov, located online at www. medicare.gov/hospitalcompare/search.html.
On this site, the general public has the ability to compare hospitals’ scores for HCAHPS as well as their performance in clinical measures. Up to three hospitals (in close proximity) at a time may be selected. With the side-by-side comparison afforded by this site, it is simple for a prospective patient, family or payer to identify how hospitals are performing in many key areas.
MEETING PATIENT EXPECTATIONS AT HOI
Meeting or exceeding the expectations and needs of each patient begins with pre-op educational classes that help reduce anxiety and pave the way for a successful outcome. Many of our patients remain active in the workforce, so we conduct classes at various times and on different days of the week throughout each month to ensure that patients and their family members will have an opportunity to attend.
HOI nurse navigators help guide each patient through the experience. A nurse navigator contacts the patient before his or her HOI admission, and is available to answer any questions that may arise. Oftentimes, the nurse navigator will visit with the patient once he or she is admitted and personally make the post- discharge follow-up phone call to the patient.
HOI has a pre-admission screening team that works on the patient’s behalf to insure that all paperwork is complete, coordinate pre-op tests, and resolve any issues with payers and insurance. These staff members also serve as a resource
to answer questions that patients or their family members may have.
Again this year, HOI’s staff members’ mutual accountability led to exemplary customer service. As a multidisciplinary team, they continually strive to provide superior-quality services for orthopedic patients in a comfortable and professional healing environment.
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