Providence Health Earns Top Score for Patient Experience with Compassionate, Quality Care
April 24, 2017
By Russell Arant, Director of Patient Experience & Volunteer Services, Providence Health
April 24 – 28 marks Patient Experience Week. This annual event was initiated by The Beryl Institute to shine a light on those who directly impact the patient and family experience in a healthcare setting, honoring their remarkable accomplishments and encouraging them in their continued drive to create positive patient experiences.
The Beryl Institute defines patient experience as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
I’m proud to say that Providence Health continues to receive the highest rating from the Centers for Medicare & Medicaid Services for patient experience in Columbia. You can read the full report on hospitals here. Furthermore, in the publicly reported Hospital Consumer Assessment of Healthcare Providers and Systems inpatient satisfaction survey, Providence came in #1 for patients' willingness to recommend us to their family and friends, and tied for #1 for Overall Rating.
A good patient experience requires quality care.
At Providence Health, quality is the cornerstone of our culture, and that quality has been nationally-recognized year after year. Recently named by U.S. News & World Report as the second best hospital in the entire State of South Carolina, Providence Health has also received the highest possible score 20 consecutive times by the Society of Thoracic Surgeons, confirming its reputation as one of the best heart surgery programs in the country. These are just a few of our numerous quality achievements. For more information about our national awards and recognitions, click here.
Yes, quality is a key ingredient of the patient experience, and it is an essential part of our work to advance our mission Making Communities Healthier by Extending Christ’s Healing Ministry.
Yet, the patient experience involves more than procedure outcomes.
Patient experience is about feeling comfortable, feeling respected, and feeling informed, and we work hard to meet these goals. One example is our use of the nursing “bedside shift report” practice to maintain a consistency during shift changes that helps drive a high level of care. We believe that actively involving patients in this important transfer of care information from nurses going off duty to those coming on is essential to keeping patients safe.
And a good patient experience requires listening. We strive to ensure that the voices of our patients and their families are heard and valued. Our leadership team regularly conducts executive patient safety rounding to ensure that leaders at every level of the organization engage with staff, physicians, patients and families about quality and patient safety. And our staff is encouraged to discuss the progress and treatment plan with patients often, providing a clear line of communication.
By keeping our patients and their families at the center of their care, through every conversation and decision, we’re ensuring that our patients’ voices are heard and valued and that we are creating the safest environment with the best possible patient experience.
A positive patient experience is a journey, and we continue to work toward enhancing the safety of, and genuine connections with, our patients to create the best possible healthcare experience for them. It’s one of the most important ways we are able to make our community healthier.
We’re extremely proud of all of our employees’ hard work toward making our patients feel safe, well cared for and as comfortable as possible while they are at Providence Health. And while we celebrate their hard work year-round, this week marks an especially significant time to single out their achievements.