Leigh I. G. Iverson, MD (May 2017)

Leigh I. G. Iverson, MD, ACS Fellow 5 stars
"Excellence in healthcare requires collaboration between the provider side and the patient as well as his or her family. Excellence 24/7's P
atient Outreach provides an effective method of obtaining and effectively utilizing access to the collaborative process."

Results


Improved Patient Satisfaction By the Numbers

Community Hospital of the Monterey Peninsula

According to information published by Diagnostic Imaging in October 2016, the overall quality rating of the radiology department improved as follows: (Updated with 2017 data as of February 2018)

According to the Society for Healthcare Strategy & Market Development, "On a national scale, the Radiology Department went from the 69th percentile in 2016 to the 90th percentile in 2017 among hospitals receiving patient satisfaction ratings of 'excellent' for 'overall quality.' For 2017, 83.08 percent of people surveyed rated the overall quality of the departments surveyed as 'excellent' and another 14 percent rated it as either 'good' or 'very good.'”


Community Hospital of the Monterey Peninsula

As published in Diagnostic Imaging, October 2016, Updated February 2018

Overall Quality

Community Hospital earned 5 stars - the most possible - in Overall Hospital Quality Star Rating from Medicare in 2016. 

Graded on 64 measures in patient care quality and experience. 

  • Only 112 out of 3,693 eligible hospitals in the entire nation.
  • The only 5-star-rated, full-service hospital in central and northern California. 
  • For 2018 onwards Community Hospital of the Monterey Peninsula converted to NRC and began tracking patient engagement via NPS, Net Promoter Score. The results from 2018 through December 1 of 2020 are as follows.

Chart


Children's Hospital of Pittsburgh of UPMC, Radiology

The radiology department saw a change in Press Ganey scores only four months after implementing the Excellence 24/7 Patient Outreach Process (E24/7).

Chart for Children's Hospital of Pittsburgh

Child Patient with Doctor

Sustainable Improvement in Patient Satisfaction

The Excellence 24/7 Patient Outreach Program provides monthly reports to customers that include an analysis of tactical and strategic responses. Tactical issues are patient specific and typically require one-on-one interaction with the patient for full resolution. Strategic responses are repetitive and actionable. Strategic planning is important because it provides direction for the Facility to initiate plans and influence activities to be proactive rather than reactive.

Year-over-year comparison data from an existing customer details the results of action plans implemented by the customer to target and resolve strategic issues as identified by Excellence 24/7. The most significant finding in this assessment is the dramatic decline in strategic issues reported by patients in the during-appointment and post-appointment responses.

Recognizing the impact of the Excellence 24/7 Patient Outreach Process in the short term certainly amplifies the long term results. Ongoing refinement of the process as the level of care improves and new issues are identified, exemplifies the sustained improvement in overall patient satisfaction year over year.

Chart for Patient Satisfaction


Improved Completion Rates

Community Hospital has been operating with the full implementation of the outpatient pre-engagement process for US, CT, and MRI across three locations for 18 months. With a previous no-show rate of 3-5%, the number of no shows is now almost 0%. (Included are patients that arrived for the scheduled procedure but were not able to complete based on a variety of factors.)

Significant not only to achieve operational efficiency but for patient satisfaction and return on investment.


Phone(808) 762-1912 Emailinfo@excellence247.org  Clock 24 Hours a Day, 7 Days a Week Location Honolulu, HI 96825