Issue link: https://beckershealthcare.uberflip.com/i/1273352
25 PATIENT & CAREGIVER EXPERIENCE The nation's most, least patient-recommended hospitals By Gabrielle Masson T he following hospitals were the most and least patient-recommended hospitals in the country, according to updated HCAHPS scores. e figures are from CMS' Hospital Com- pare website and represent HCAHPS scores collected from July 2018 through June 2019. Hospitals with fewer than 100 completed surveys were excluded from this list. Most patient-recommended At least 93 percent of patients at these 17 hospitals responded, "Yes, I would definitely recommend the hospital." California Patients' Hospital of Redding Illinois Hopedale Hospital Cancer Treatment Centers of America Chicago Kansas Mercy Specialty Hospital Southeast Kansas (Galena) Louisiana Central Louisiana Surgical Hospital (Alex- andria) North Carolina Davie Medical Center (Bermuda Run) Nebraska Nebraska Orthopaedic Hospital (Omaha) Ohio Surgical Hospital at Southwoods (Youngstown) Oklahoma Cancer Treatment Centers of America (Tulsa) Oklahoma Heart Hospital South (Oklahoma City) Oklahoma Heart Hospital (Oklahoma City) Pennsylvania Advanced Surgical Hospital (Washington) Cancer Treatment Centers of America (Phil- adelphia) OSS Orthopaedic Hospital (York) WellSpan Surgery and Rehabilitation Hospi- tal (York) South Dakota Black Hills Surgical Hospital (Rapid City) Wisconsin OakLeaf Surgical Hospital (Altoona) Least patient-recommended At least 20 percent of patients at these 14 hospitals said, "No, I would probably not or definitely not recommend the hospital," ac- cording to the most recent HCAHPS scores. California Chapman Global Medical Center (Orange) Los Angeles Community Hospital Memorial Hospital of Gardena Mission Community Hospital (Los Angeles) Southern California Hospital at Hollywood (Los Angeles) Florida Larkin Community Hospital Palm Springs Campus (Hialeah) Georgia Southern Regional Medical Center (River- dale) Illinois Jackson Park Hospital (Chicago) Maryland UMD Prince George's Hospital Center (Cheverly) New York St John's Episcopal Hospital at South Shore (New York City) Pennsylvania Lower Bucks Hospital (Bristol) Texas Southwest General Hospital (San Antonio) Washington, D.C. Howard University Hospital United Medical Center n Cleveland Clinic's CXO: 4 important promises to patients By Laura Dyrda A drienne Boissy, MD, chief experience officer at Cleveland Clinic, outlined the most important factors for developing a great patient experi- ence in an interview with Becker's. When asked about the patient experience "never events" that hospitals should eliminate, Dr. Boissy said Cleveland Clinic thinks about the following promises to patients: 1. We will keep you safe. 2. We will partner with you. 3. We will care for you as a person. 4. We will make it easier. She contends that "never events" in the patient experi- ence are the failure to achieve those four promises to patients. That could look like: 1. When we make mistakes that harm (emotionally and physically) and we don't disclose. When we don't commu- nicate effectively. 2. When we don't include the patient as a member of the care team. 3. When we don't know what matters most to those we care for. When we don't empathize. 4. When we make or cause avoidable suffering through complex and fragmented access, cumbersome or inco- herent billing, getting and making an appointment, pro- longed and unexplained delays or waits and poor service. "Interestingly, taking a page from high reliability and safety, we run root cause analyses on experience failures," she said. "We grade them in line with SERS events in terms of severity. This has raised visibility and evaluation of experience failures to the credibility and diligence we apply to safety failures." n