Survey scores rise for hospital
BY AMELIA HARPER
Wednesday, July 18, 2018
Nash UNC Health Care is seeing improvements in its patient and family experience scores, according to a press release from the hospital.
“We are seeing notable improvements in our patient satisfaction scores, thanks to our renewed focus on patient and visitor experience in recent months,” said Dr. L. Lee Isley, president and CEO of Nash UNC Health Care.
When patients are discharged from the hospital or the emergency department, they receive a survey in the mail from Press Ganey, a third-party survey agency. The survey is used by hospitals to monitor trends and also to generate star ratings and hospital grades on public reporting websites such as the Centers for Medicare & Medicaid Services and The Leapfrog Group.
“Our top box score for ‘overall rating of the hospital’ is currently 68.3, up 10 points since February and showing a steady increase each month,” Isley said in the release.
The top box score means only the highest response possible on the survey scale, such as “9” or “10” on a scale of 0-10, or “Yes,” “Definitely Yes” or “Always” are calculated. The top box score represents the percentage of patients who rate their experience as a 9 or 10.
Isley said that many people do not realize how important the survey is.
“Most people are surprised to hear about the top box methodology. Many tell me that when they are filling out surveys, they think that a 7 or 8 shows a job well done. But we only get credit for 9s and 10s, and everything below that counts as a zero,” he said. “So, while almost 70 percent of our responses are 9s and 10s, almost 20 percent of our responses are 8s, which aren’t good enough to make our star ratings and public grades reflective of the excellent care we provide our patients.”
Taiwanda Marshall, a patient at Nash UNC Health Care on Tuesday, told the Telegram that this was her first visit to the hospital and the experience, so far, has been a good one.
“Everyone has been very, very nice to me,” Marshall said. “I also like the fact we have menus and get to choose our meals.”
Isley said the Emergency Department is also improving dramatically in satisfaction scores.
“Even more noteworthy, our overall rating of care in the Emergency Department is currently 85.3, the highest score since 2015,” he said.
The Emergency Department has made improvements in a number of patient service indicators in recent months, said Chief Nursing Officer Dr. Crystal Hayden.
“The ‘door to provider’ time is how long it takes for a patient to get from the front door or by ambulance to being evaluated by a medical provider. We are consistently achieving this in under 30 minutes, which is the national average. A year ago, the wait was over 60 minutes.” Hayden said.
Hayden said wait times are often the main point of frustration for patients, and that the organization continues to work on improving patient flow.
Isley said improved teamwork and staff morale are contributing to the improvement of satisfaction scores.
“We are working hard on changing our internal culture to be more supportive of each other and wholly focused on the patient experience,” Isley said. “We are seeing those cultural changes take hold, which are being noticed and appreciated by patients and visitors. That’s our goal — to provide top-notch health care in a compassionate manner that makes the patient and their visitors appreciate their experience at Nash.”