Page 20 - Hoag Orthopedic Institute 2017 Outcomes Report

PATIENTS’ EXPERIENCES
FOCUSED EFFORTS TO IMPROVE PATIENTS’ EXPERIENCES
At HOI 93 percent of patients indicated that they would “definitely recommend” HOI to their friends and family. To understand the experience of the other seven percent, HOI studied thousands
of survey scores and comments, and identi ed quieting the hospital environment as an essential improvement to increase patient satisfaction. These ndings echo national Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) statistics that consistently rank “quietness of hospital environment” as the greatest detriment to the patients’ experience.
A multidisciplinary team set out to reduce
noise and promote a healing environment. A relaxation kit is now presented to every patient upon admission to his/her private room. Calming relaxation videos are available to view on patient televisions. Also in 2016, Robert Cho, MD, the chair of the Department of Medicine, presented a lecture to staff on the clinical need for a
quiet environment.
Discharged patients were contacted and asked speci cally about the noise. They identi ed equipment noises as well as staff conversations as the main reasons for their dissatisfaction.
Once these two key sources were identi ed, an investment was made in equipment for remote monitoring in each patient room. The new technology minimizes alarms, sends vital sign data to the nursing station, and eliminates the need for the staff to wheel around noisy machinery.
Read patients’ experiences beginning on page 31
Because quieting the environment is key to improving the overall patient experience, this signage appears in every patient room as well as other areas.
Immediately, scores rating the quietness of the environment increased at about the same rate that the complaints about noise declined. HOI began to receive comments commending staff for providing a restful and quiet environment.
During the rst two months of the scal year,
58 percent of HOI patients identi ed that it was always quiet outside of their room at night. By the last two months of FY 2016, scores increased to 71 percent and continue to rise.
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