The Valley Hospital
Leaders Set the Tone for Patient Service and Satisfaction
At The Valley Hospital, hospital leaders exemplify on a daily basis the hospitals dedication to patient service. Each morning, the chief executive officer and chief financial officer visit patients. Valley closely tracks patient satisfaction data on a hospital-wide and unit basis, with each unit given a performance target. Leadership Institutes for frontline supervisors through top executives emphasize accountability for reaching and maintaining high standards. In addition, nurses and other staff members solicit feedback from patients through rounding and post-discharge calls. Valley rewards extraordinary staff behavior through recognition and reward programs.
Performance Improvement Strategies
- Senior staff members, including CEO, CFO, and directors, visit patients upon admission or before discharge to inquire about their experiences.
- Training emphasizes that all hospital staff (not just those with direct patient contact) are responsible for customer service.
- Units set targets for patient satisfaction scores, based on historical data and national benchmarks.