12
PATIENT SATISFACTION
Leadership at Baylor Scott & White Heart and Vascular Hospital , both the Dallas and Fort Worth locations , collaborates with the nationally recognized vendor , Press Ganey ® Associates , Inc ., to provide national , regional and specialty compared patient satisfaction measurements across the care continuum .
In early fiscal year 2021 , Baylor Scott & White Heart and Vascular Hospital received notice that the hospital won the Guardian of Excellence ® for Patient Experience in HCAHPS for reaching the 95th percentile for each reporting period for the award year . The scores identified in this section reflect the individual fiscal year 2020 outcomes of the respective patient populations for Dallas and Fort Worth campuses .
As a part of the patient ’ s experience with the hospitals , the team works collaboratively on activities to improve the experience from prior to arrival at the hospital through post-hospital discharge and rehabilitation .
Prior to hospital arrival , important calls are completed to patients in order to review procedure information and help set expectations . Online education is offered to patients scheduled for a procedure . This education was specifically developed to assist the patient with a better understanding of the scheduled procedure and the post-procedure care . Survey results have indicated that those patients who have viewed the pre-hospital stay information enter the hospital less stressed and better informed .
In the spirit of continuous improvement , patients may experience senior leaders “ rounding .” These visitations obtain real-time feedback from patients and family members . Helping with the reduction of stress , visitors may experience certified pet therapy dogs who are frequently available for patients and family members .
Having a strong support system is important to a patient ’ s recovery . During the coronavirus pandemic , physical distancing challenged the healthcare industry to find alternative methods to close the gap while remaining at a safe distance . Loved ones are now able to submit an e-greeting that is handdelivered to the patient , and mobile tablets are available to patients under investigation and COVID- 19-positive patients to allow video chatting while in dedicated isolation rooms . Implementing these new touchpoints allows our patients to never be far from their loved ones .
From the on-demand food and nutritional services to the assistance provided to patients who wish to visit with a chaplain , our teams strive to make the patient ’ s experience positive . And , post-discharge , patients and caregivers should expect to receive a post-discharge phone call to check in on recovery , answer questions and provide additional resource information if needed .
HCAHPS survey results overall rating :*
* The 97th percentile equates to 90.6 % of patients rated on a scale of 0 to 10 , a 9 or 10 for the Dallas campus . Timeframe : FY20
97th percentile
To assist patients and family members during their stay , hospital volunteers provide comfort and assist in communication between the procedural areas and the family waiting rooms . While traditional face-toface interaction was restricted , the hospital adopted virtual waiting rooms where updates were given over the phone to the patient ’ s family members , a part of Baylor Scott & White ’ s COVID-19 Safe Care plan . Most of the hospital volunteers are former cardiac patients and have a passion for their work .