Page 22 - 2020 Annual Outcomes Report
P. 22

 HOI’S CONSISTENT AND SUSTAINED IMPROVEMENT IN HCAHPS
AND OASCAHPS SCORES REFLECT OUR COMMITMENT TO DELIVERING AN OUTSTANDING PATIENT EXPERIENCE.
HOSPITAL PATIENT EXPERIENCE CONTINUED
HOI began voluntarily using the Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OASCAHPS) survey in July 2016. Knowing that preparing patients for discharge following outpatient surgery is essential to their safety, HOI recognized an opportunity for improvement. HOI’s PACU team now provides discharge information while the patient is still in pre-op, with a reminder at the time of discharge. HOI continues to focus on maintaining strong scores and increasing patient satisfaction in this phase of the patient experience.
Patient Perception of Care – Outpatient – 2019 Top Box Responses
100% 80
60
40
20 0
95.1
Overall Rating
94.3
Willingness to Recommend
89.8 91.5
Communication
98.8 96.8
Facility/Personal Treatment
932 955
Discharge
  86.0
83.5
          HOI National
   National values are aggregate scores of 2,954 facilities across the nation who contract Press Ganey for their OASCAHPS survey administration
Source: Press Ganey & Associates
HOI leadership closely watches patient satisfaction scores and thoroughly reviews the various domains and individual question scores to identify opportunities for improvement. Below is a graph that shows improvement initiated after identifying opportunities for improvement.
Discharge Domain – Outpatient – OASCAHPS 2019
100%
90
84.6 80
70
60
Source: Internal institutional data
94.6
93.6
93.2
     2016 2017 2018 2019
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