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Every WellSpan Surgery and Rehabilitation Hospital staff member (some of whom are shown in this photo) shares the same vision of providing the best patient experience possible. |
95 percent of WSRH patients “would definitely recommend” hospital
WellSpan Surgery and Rehabilitation Hospital (WSRH) was recently identified as one of eight hospitals in the country where 95 percent, or more, of patients responded “Yes, I would definitely recommend this hospital,” based on HCAHPS survey results reported to CMS’ Hospital Compare databases as of April 16. The results are for post-surgery patients.
“Frankly, the HCAHPS survey results are not surprising,” said Barbara Yarrish, chief operating officer for WSRH. “Last year, we scored consistently in the 99th percentile on the NRC Picker survey.
“We put the needs of the patient first every day, and we’re proud of that. Our high scores are reflective of the patient-centered culture we have developed.”
Yarrish said there’s nothing too small to merit attention. Nothing goes unnoticed.
Recently, it was noted that both clocks in patient rooms had the incorrect time. A facility specialist created standard work to routinely check clocks for accuracy and also ask patients if there was anything else he could do while he was there.
“The incorrect time could seem like a inconsequential thing, but it can be anxiety producing,” offered Yarrish. “If you are supposed to go for rehab at 10 a.m., but you’re not sure of the time, it can put you on edge and cause some confusion.”
Staff members routinely go the extra mile to accommodate patients and their needs.
A patient was recently discharged and left his eye glasses in his room. The patient called the hospital, checking to see if the eye glasses were there. They were, and a staff member volunteered to take the eye glasses to the patient’s house since his vision was very poor without them.
“Every WSRH staff member shares the same vision—providing the best patient experience possible,” stressed Yarrish. “It’s not just the clinical personnel, it’s everyone—housekeepers, food service workers, receptionists and facility specialists. Everyone has a role.
“We believe delivering the best patient experience requires situational awareness, every day from every staff member. Our job is to notice things that will make a difference to the patient."
Yarrish said one of the strengths of WSRH is that it built the values of patient-centeredness, integrity, respect and teamwork into every aspect of the organization from Day 1.
“We hire staff members who fit our culture,” she said. “We stress our values in hiring, training, coaching, observing and mentoring. They are all connected. Our staff members hold each other accountable. Staff members are challenged to adhere to, and practice, these values in their daily work.”
Other hospitals that scored 95 percent or higher on the HCAHPS survey are: Westlake Regional Hospital (Columbia, Ky.); Patients’ Hospital of Redding (Calif.); Surgical Hospital at Southwoods (Youngstown, Ohio); Southwestern Regional Medical Center (Tulsa, Okla.); Oklahoma Heart Hospital (Oklahoma City); Advanced Surgical Hospital (Washington, Pa.) and The Physicians’ Centre (Bryan, Texas).