What Makes a Top 100 Hospital

The Hospital Consumer Assessment of Healthcare Providers (HCAHPS) began in 2006 with a 27 question survey that is distributed to discharged patients. This survey process was originally designed to help patients compare hospitals in their area to be able to make an informed choice for their healthcare needs. In January 2013, five additional questions were added to the survey. Beginning this year, Medicare reimbursement rates to a hospital are tied to the hospital’s patient satisfaction scores. Therefore, hospitals are continually looking for ways to improve

When I just looked at the title of this book “If Disney Ran Your Hospital 9 1/2 Things You Would Do Differently”, I was pretty skeptical. “No way. A hospital is neither a fun place nor entertainment. We deal with lives. Responsibility is huge.” But, Mr. Fred Lee, the author of this book, was very well aware of that. He hit every single point I wanted to argue. Going to read the book, a lot of relevant memories came up in my mind since I had worked for a hospital for a long time. I was convinced that Disney’s approach to quality improvement is applicable to hospital management. Out of 9 1/2 things, I would like to talk about three actions that left marks on me with my experience: service vs. experience, rewards to motivate people and closing the gap between knowing and doing.

Healthcare is in a constant state of change with movements that impact rates, access and quality of care. Hospitals have become more competitive due to the rising cost of care delivery and the reduction in reimbursement from payers. This causes difficulty in delivering quality care to all patients, which is being measured by mandated patient perception surveys, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS scores are part of value

Satisfaction scores are based on the percentage of participants scoring a question given with the highest possible response such as “definitely yes or always”. These scores are then used to make improvements to the services that the hospital provides. The marks are compared to other hospitals in the area with the same specialty service during the period of July 2016 until December of 2015. The Sterling Heights Medical Center location scored above average in the following areas: Overall satisfaction with the physician 88.2 % with the other Michigan hospitals scoring 87.0%. How well the patient’s pain was controlled was 84.7% with other local hospitals scoring 80.9%, and the nursing care satisfaction was 89.5% with other local hospitals scoring 88.2%. Henry Ford Hospital is located on W. Grand Blvd in downtown Detroit was one of the HFHS locations that scored below average as compared to other Southeast Michigan Hospitals. The results are as follows: Overall satisfaction with physician was 84.9% with local hospitals scoring 87.0%. How well the patient’s pain was controlled scored 75.5% as compared to 80.9%, and nursing care came in at 83.3% with the local average being 88.2% (Patient Satisfaction Survey,

In addition, MONAHRQ has established partnerships with different organizations to provide customers with a system that has integrated the highest-quality of care in which ensures communities their required needs. The mission, vision, and values have a big role on hospitals working together with all of their patients to identify the health and well-being of every customer. Washington State hospitals and hospital systems have also mainly focused on their customer evaluation and satisfaction values by respecting patients and their care, which helps them sustain a healthy and safe environment in a community that identifies with every individual patient.

There are various considerations that may affect hospital scores, it involves satisfaction and eduction in which are a very important aspect of nursing care. As a nurse, it is important to have positive outcomes. There is currently one hospital within a 5-mile radius of my current facility. The two hospitals that are in this comparison are Kingwood Medical Center and Memorial Hermann NE. My place of employment is MHNE. So, when compared to Kingwood Medical Center, Memorial Hermann NE scores slightly better in both categories. Kingwood Medical Center patient satisfaction was 70%, while Memorial Hermann was at 73% with state and the national average of 76% and 73%. Even though my facility MHNE is at the national average, it is still lower than

Quality can be difficult to measure, which is what has halted the strong pursuit of quality in the past. Healthcare organizations use quality assessment to measure quality against some established standard. This includes “defining how quality is to be determined, identification of specified variables... and the collection of appropriate data to make the measurement possible (Shi, 2015, pg. 493). The Affordable Care Act set new standards and incentives for achieving quality of care. This includes offering Medicare reimbursements for hospitals with low readmission rates, and ensuring that (not-for-profit) hospitals complete a community health needs assessment (to ensure that the needs of the community are being met) and by implementing HCAHPS scores, which measures efficiency and efficacy of care using patient surveys. HCAHPS and hospital readmission good example of how quality of care can be measured in efficiency as well as

The hospital should become a major player in the community it serves. This will put the hospital in a positive light with the community, and ultimately increase services provided which will increase the revenue of the hospital.

The American Hospital Association’s McKesson Quest for Quality Prize compares hospitals that are following certain criteria, such as, partnerships with consumers and families (Johnson et al., 2008). The hospital that receives this recognition also procures a $75,000 award. The Joint Commission includes the Patient-Centered Designation Program award on their website under a hospital’s profile, which people may view to take control of their health (Johnson et al., 2008). Many other institutions offer hospital acknowledgments like these that can promote innovation within hospitals, which can be slow to change.

Delivering excellent care for health maintenance and acute illness, which meets quality, safety and patient experience standards, while reducing costs is the focus of health care organizations across the country (Kara, Johnson, Nicley, & Niemeier, 2015; IHI, 2016). Healthcare organizations are under deep scrutiny by public and government sectors to meet the IHI Triple Aim to improve patient experience, improve the health of populations and reduce cost of health care (IHI, 2016). However, these sectors use different measures to evaluate the effectiveness of healthcare organizations. Carolinas Healthcare System, which consists of over 900 care locations, including thirty-three hospitals within North and South Carolina, works to meet the Triple Aim and be viewed by the public and governmental sectors as a healthy organization. The question is how does one measure the health of an organization? Is Carolinas Healthcare System an example of a healthy organization, one that integrates leadership principles and concepts, utilizing fiscal responsibility within the organization’s climate, culture and behaviors? Or, is Carolinas Healthcare System an organization without a mission, vision, goals or strategic plan, on the brink of failure and without public and governmental approval?

The major reasons why adding value to patient services at Paradise Hospital, Inc. is important, is because of the various challenges, changes and competition that the health care system faces. These challenges mainly stem from the Affordable Care Act. Under the ACA hospital that perform well or could receive some sort of financial incentive. These incentives are based on both clinical outcomes and patient satisfaction data. The ACA can also penalize hospitals that perform poorly.

Since 1993, the Truven Health 100 Top Hospitals program has used both independent and objective research to guide hospital and health system performance. In this process, they analyze public data sources to compare hospitals to similar organizations. The 100 Top Hospitals program uses a balanced scorecard that incorporates public data, proprietary, peer-reviewed methodology and key performance metrics to arrive at an objective, independent analysis of hospital or health system performance. This research measures performance, organizational alignment, progress

This will help with revenue and keeping their business growing. Customer service is kind of different in healthcare. Even though healthcare professionals do their jobs and take care of their patient’s needs, customer satisfaction has never really been a must. It is usually understood, do the minimum and get them in and out of the office and on to the next patient. We all know that when patients get sick they usually do not want to go to the doctor but they know it is a necessity. Since it is not an option, but a necessity; patients sometimes feel they do not deserve superior treatment. Now that there’s a patient satisfaction survey this will change the way customer service works due to the patient 's rating their experience. Therefore, the hospitals have to step up their game and set different rules. There needs to be many changes made from communication between staff, the quality of care, and the patient 's visit with the healthcare provider in order to increase their ratings.

In the article, The Case of the Unhealthy Hospital, written by Anthony R. Kovner, a through description of a struggling hospital, Blake Memorial Hospital, is given. This paper is a SWOT analysis, and addresses the strengths and weaknesses within the hospital, as well as opportunities and threats outside of the hospital and in the surrounding community.

Modern society has developed formal institutions for patient care. The hospital a major institution offers considerable advantages to both patient and society. Number of health problems requires intensive medical treatment and personal care which normally can’t be available in patients home or in the clinic of a doctor. This is possible only where a large number or professionally and technically skilled people apply their knowledge & skill with the world class expertise advanced sophisticated equipment and appliances. The excellence of hospital services depend on how well the human and material resources are utilized to promote patient care.