Parkwest Medical Center
Focusing on Patient and Staff Satisfaction
Eighty-seven percent of patients recently discharged from Parkwest Medical Center said they would recommend the hospital to a family member or friend-a patient satisfaction level 19 percentage points higher than the national average. Parkwest has focused on hiring and supporting staff who subscribe to its vision of providing excellent patient care and sharing responsibility for doing so. The hospital's goals for quality care and patient satisfaction are spread through the Leadership Evaluation Module, through which the performance goals and standards for administrators, managers, and staff are aligned and managers are held responsible for the performance of the staff who report to them. Performance-based rewards and recognition help to reinforce the standards.
Performance Improvement Strategies
- Nurse checks hourly on 4 "Ps": pain, potty, positioning, and privacy, based on Studer Group principal of patient rounding.
- Phone calls within 24 to 48 hours after discharge by nurse, case manager, or unit administrator to see how patients are doing, ask whether they received all the information they needed, and solicit ideas for how the hospital could improve.
- Shared learning is encouraged, and ideas that work in one unit are spread to others.