At Northeast Health, we realize that not only do our customers deserve the highest quality care, they also deserve the highest quality experience. Several years ago, Northeast Health introduced Service Excellence, a customer satisfaction initiative to assure that our "customers" receive the best service possible in every service encounter.
Service Excellence is a major cultural change that takes time and needs to be approached from many directions -- from the development and implementation of Service Excellence standards to the introduction of "Catch a Shining Star," a recognition program to reward staff members who provide outstanding services, and "Service Recovery" to provide a way to quickly resolve customer issues.
Medicare continues to provide data based on the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey of discharged hospital inpatients. For 2008, the most recent data available, Albany Memorial Hospital and Samaritan Hospital ranked first place in eight (8) out of 10 HCAHPS patient satisfaction measures when compared to other area hospitals. Albany Memorial and Samaritan received the best scores in the region for the following categories: nurse communication; MD communication; responsiveness of staff; pain well-controlled; medication communication; room quiet at night; discharge instructions given; and would you recommend this hospital to others.
Albany Memorial and Samaritan hospitals continue to use the Press Ganey survey process to assess our patients' satisfaction with their experience with our hospitals and to determine areas needing improvement. The third quarter 2009 Press-Ganey results for the emergency departments at both hospitals show continued strength; inpatient scores had increases in patient satisfaction at both hospitals; and behavioral health at Samaritan show staff courtesy and sensitivity an area of strength, while food and activities are areas needing improvement.
The Eddy housing division continues to monitor resident satisfaction as a key success indicator in both enriched housing and assisted living, as well as independent living.
Performance in the independent living setting continues to be excellent with an overall satisfaction rate of 4.6 on a 5 point scale. Specific measures include food temperature, computer connectivity, computer training and computer technology.
In The Terrace enriched housing and assisted living communities, satisfaction is measured both at the resident and family level. Scores are strong, in the 4.4 - 4.7 range.
Catch a Shining Star
Documenting positive feedback from patients, residents and families from throughout Northeast Health continues to be an important measure of the appreciation individuals express for the care and services provided.
During 3rd quarter 2009, 762 nominations were received for the Catch a Shining Star Program across all Northeast Health affiliates.