PIMC Patient Experience Update January-June 2016

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Presentation transcript:

PIMC Patient Experience Update January-June 2016

2016 Switch in Survey Vendors Beginning in 2016, PeaceHealth as a system switched survey vendors from NRC Picker to Press Ganey. There were several reason for the transition: More resources to help make improvements Understand relationships among patient, caregiver and provider experience Largest database in the nation for robust benchmarking Larger sample sizes Dependent on response rates and email capture More timely results Collecting Ambulatory Surgery data

Emergency Department OVERALL RATING Patient satisfaction continues to improve in 2016. Peace Island Medical Center ED is leading the nation in the 99th percentile. This means we are the best of the best. June-Dec 2015 = 83.2% Jan-June 2016 = 92.2% (This means that 83.2% | 92.2% of patients surveyed give PIMC Emergency Department a 9 or a 10 on a scale of 0-10, where 10 is the best and 0 is the worst.)

Emergency Department Overview PIMC has been able to sustain it’s top box performance for several quarters. In all of the Emergency Service Key Driver sections of care, PIMC is above the 90th percentile for the nation. (This means that PIMC scores above and beyond 90% of hospitals in the nations on all the key indicators that make up the Emergency Department care experience. These totals are based on patient feedback 3+weeks post visit to the PIMC Emergency Room.) ALL PG DB= All Emergency Services client surveys returned for all hospitals in the entire Press Ganey Database. n=Number of surveys returned

Challenges/Barriers The biggest challenge in improving the care experience for admitted patients is that we don’t have a large enough admitted patient volume to be able to adequately measure how we are doing at providing care to our admitted patients. Between January 1st and June 30th we only received 15 inpatient surveys. We need at least 30 returned surveys to be able to validate the data as statistically significant. CAHPS Jan '16 - Mar '16 Apr '16 - Jun '16 Top Box Rate hospital 0-10 83.3 80.0 ▼ Comm w/ Nurses 66.7 93.3 ▲ Response of Hosp Staff 79.2 90.0 ▲ Comm w/ Doctors 77.8 96.7 ▲ Hospital Environment 58.3 73.9 ▲ Pain Management 0.0 56.7 ▲ Comm About Medicines 75.0 78.6 ▲ Discharge Information 94.4 ▲ Care Transitions 62.2 60.0 ▼

Patient Feedback (Based on comments written on surveys) Wonderful caring people helped me they were attentive & very fast. Both doctors were great. There was a concern that *Dr. Bowman had about my heart rate, and he did every thing he could to make sure all was well before I was released. The doctor *Dr. Sullivan was very personable and patient. Would like him as my family practice doctor if ever there was a need. I can't say enough good things about *Dr. Sullivan, he went the extra mile & called my doctor in Portland. The nurses were very kind & lessened my fear. Nurse was extremely nice, the only weird issue was the new computer system, seems like they weren't given enough training on it. I was in the room undergoing treatment BEFORE I gave any ins. info. I was impressed by that.