Washington Hospital 2010 Annual Quality Report - (Page 19)

Learning from our patients Calendar year 2009 0 Washington hospital is committeD to unDerstanDing our patients’ expectations anD satisfaction about overall quality at our hospital. We gather data and, based on this information, we identify key areas and formulate strategies for improvement. Our Hospital participates in patient survey programs that utilize a series of questions administered by phone to patients after they have left the hospital. We contract with independent nationwide surveyor Professional Research Consultants, Inc. (PRC) to administer ongoing surveys about the person’s experience as an inpatient. The key indicators are included in the Quality Dashboard reported to our Board of Directors. These quarterly reports can be viewed on the Hospital’s Web site. PRC surveys hundreds of hospitals around the country, providing us with an overall average for benchmarking. Patients are asked about the overall level of safety they felt while in the Hospital. Last year, from a possible score of 100, Washington received an average rating of 90.1 percent for over all safety. This compares favorably to a norm of 88.8 percent from surveys at 250 other hospitals. Our patients are surveyed as part of Medicare’s Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) program, which collects data from every hospital to provide a national standard for patient satisfaction. Data is also gathered for the California Hospital Assessment and Reporting Taskforce (CHART). Washington Hospital 90.1 PRC Overall Norm 88.8 20 40 60 80 100 Overall perception of safety More patients give Washington a high safety rating. Calendar year 2009 0 Washington Hospital 87.9 PRC Overall Norm 87.5 20 40 60 80 100 Recommending our Hospital Patients are more likely to recommend Washington Hospital to others. always learning At Washington Hospital, we are always learning – whether it’s about our patients’ perceptions or how to improve care. In the Nursing Skills Lab, nurse educators use the latest educational equipment and techniques to give nurses and students the best understanding of how their actions impact quality care. Shown here (clockwise from top left): Rene Sy-Su, RN; Elvie Ballar, RN; Jocelyn Love, RN and Winston Asprec, RN. 19 

Table of Contents for the Digital Edition of Washington Hospital 2010 Annual Quality Report

Washington Hospital 2010 Annual Quality Report
Mission Statement
Setting Our Quality Goals
Our Total Commitment
Inspiring Change Through Excellence
Collaborating for Quality and Safety
Promoting Safety
Assuring a Safe Place for Patients
Focusing on Improvement
Cultivating Quality
Advancing Excellence in Nursing
Connecting Evidence-based Practice to Quality Outcomes
Teaming Up for Higher Quality and Greater Efficiency
Learning From Our Patients
Innovation That Builds Quality
Recognized for Quality
Raising the Bar on Quality

Washington Hospital 2010 Annual Quality Report

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