PATIENT SATISFACTION
15
98
TH HCAHPS survey
PERCENTILE results overall rating *
Leadership at Baylor Scott & White Heart and Vascular Hospital - Dallas and Fort Worth collaborates with the nationally recognized Press Ganey ® Associates , Inc . to provide national , regional and specialty patient satisfaction measurements across the patient care continuum .
The hospital team works collaboratively on activities to improve the experience from prior to arrival at the hospital through post-hospital discharge and rehabilitation .
For example , prior to arriving at the hospital , 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 early fiscal year 2022 , Baylor Scott & White Heart and Vascular Hospital won the Guardian of Excellence ® award for Patient Experience in HCAHPS for achieving above the 95th percentile for each reporting period for the award year .
In fiscal year 2022 , the patient experience and clinical teams collaborated on two videos to assist subgroups of cardiovascular surgery patients with additional information about their pre-surgical , surgical and post-surgery journey .
In fiscal year 2022 , patients and visitors were able to once again experience visits from certified pet therapy dogs . These four-legged team members helped reduce stress in both patients and employees .
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 personalized .
Focused patient experience activities during this fiscal year included :
• Use of “ Your Passport to Center for Valve Disorders ” - a special patient itinerary for their journey through the Center for Valve Disorders - Dallas
• Fast Track process for Ambulatory Surgery patients to expedite patient registration upon arrival to the hospital
• Distribution of Tuck and Tea packets ( includes ear plugs , eye mask , lavender hand wipes , and lip balm ) to help facilitate rest and health for patients
• Daily multidisciplinary patient rounding focused on safe , quality and timely coordination of care across multiple disciplines . Patient rounding by senior leaders occurs and real-time feedback is obtained from patients and family members .
The patient satisfaction scores identified in this section reflect the individual fiscal year 2022 outcomes for the respective patient populations for the Dallas and Fort Worth campuses .
While the pandemic led to adjustments in the volunteer program at the hospital , hospital volunteers continued to assist patients and family members during their stay . Most of the hospital volunteers are former cardiac patients and have a passion for their work . Volunteers often provide comfort and assist with communication between the procedural areas and the family waiting rooms .
* The 98th percentile equates to 90.6 % of patients rated on a scale of 0 to 10 , a 9 or 10 for the Dallas campus . Timeframe : FY22
Baylor Scott & White Heart and Vascular Hospital | Patient Satisfaction