HCTW News: Two Alabama hospitals make patient satisfaction top priority
Healthcare Training Weekly, March 6, 2009
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Patient satisfaction scores have jumped from 73% to 82% in 18 months at Crestwood Medical Center in Huntsville, AL, all because of one initiative: hourly rounding.
Crestwood promises patients that a nurse will check on them every hour. Nurses make sure patients are comfortable, assist them to the bathroom if needed, and check their pain level. Since the hourly rounding initiative was implemented, Crestwood has seen a reduction in:
- Patient falls by 58%
- Pressure ulcers by 39%
- Use of patient call lights by 30%
And Crestwood is not the only hospital in the area focusing on improving patient satisfaction. Huntsville (AL) Hospital brought in executives from the local Ritz-Carlton luxury hotel chain to educate managers on the hotel’s customer service protocols, which can be translated to the healthcare environment. The hospital also trained all 3,000 nursing and nonnursing staff, and focused on initiatives such as to knock before entering patients’ rooms, introduce themselves to patients, and ask patients whether they need any accommodations.
Source: AL.com
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