Issue link: https://beckershealthcare.uberflip.com/i/1480010
27 PATIENT & CAREGIVER EXPERIENCE 8 healthcare organizations honored for excellence in patient experience By Cailey Gleeson E ight healthcare organizations were honored Aug. 16 with awards for excellence in patient experience from healthcare data analytics company NRC Health. Awardees were selected based on net promoter scores from a direct-to-patient survey asking whether a patient is willing to recommend a healthcare organization to others. "In an ever-evolving and often challenging industry, we welcome the opportunity to honor those organizations that exemplify excellence in patient experience and fully embody our mission of bringing human understanding into healthcare," said Helen Hrdy, chief growth officer at NRC Health. "The eight winning healthcare organizations continue to go above and beyond for their patients, and we're proud to recognize their continued efforts to ensure quality, equitable access to care for everyone." The award winners, listed in alphabetical order: Community Hospital of the Monterey (Calif.) Peninsula Hawai'i Pacific Health (Honolulu) Lehigh Valley Health Network (Allentown, Pa.) Mercy (O'Fallon, Mo.) Northwest Community Healthcare (Arlington Heights, Ill.) Scottish Rite for Children (Dallas) Tryon Medical Partners (Charlotte, N.C.) Wabash General Hospital (Mount Carmel, Ill.) n Press Ganey to add nurse award nominations to patient surveys By Erica Carbajal M ore than 5,400 healthcare facilities that partner with The Daisy Foundation will have the option to add award nomination information to Press Ganey patient experience surveys, according to an Aug. 15 news release. Emory Hospital in Atlanta and the University of California, San Francisco Medical Center are piloting the survey addition. Nurses recognized through patient survey feedback will automatically be nominated for The Daisy Award for Extraordinary Nurses. "The Daisy Award is one of the most prestigious, meaningful nursing recognitions in our industry because the nominations come directly from the patients who receive incredible care from our country's front-line nursing staff," said Jeff Dourcette, DNP, RN, chief nursing officer at Press Ganey. "We're honored to partner with The Daisy Foundation to increase the reach of their wonderful work to recognize and celebrate outstanding and compassionate patient care provided by our nation's nurses." n engagement at any part of the organization. Inevitably that impacts every position and is ultimately felt by those we serve." Additionally, he pointed to financial struggles at U.S. hospitals as a contributing factor for workloads increasing. On Aug. 29, Kaufman Hall released a new report that showed hospitals are experiencing some of the worst margins since the beginning of the COVID-19 pandemic. is means some organizations have had to implement layoffs and other cost-cutting measures. "Cost-cutting measures are becoming harder to accomplish without having a direct effect on the care patients receive. When [full-time equivalents] are affected, in many cases the responsibilities are shied to other members of the team. e additional responsibilities can lead to frustration and burnout and negatively impact employee engagement. ese factors are what then lead to quiet quitting," Mr. Sadlier said. To avoid quiet quitting or disengagement, he recommends that hospitals provide open and honest communication, set and maintain realistic work expectations, closely monitor employee engagement, recognize and reward high performance through options that extend beyond pay, and provide opportunities for career growth. At the same time, he acknowledged there's no absolute formula to identify disengagement at the individual level. "e more you round, the more that you spend time with your staff, the more likely you are to recognize changes in demeanor and perspective," Mr. Sadlier said. "e sooner you recognize it, the sooner you're able to have an influence on it. So that's where the regular engagement for leaders and supervisors has the biggest benefit — recognizing [disengagement] early and trying to find a way to reenergize and reengage staff." During an interview with Fortune, Katarina Berg, Spotify's chief human resources officer, said her company is working to avoid quiet quitting by encouraging a culture of trust where workers feel psychologically safe. Her advice for leaders is to talk about "the part of quiet quitting that has to do with people not [being] trusted, and they also don't trust their management team. erefore, they don't find any other resolution other than doing this type of very silent activism. So, I think with culture you always have to be proactive … and you have to be very deliberate and intentional." n