Outcomes 2019 - Baylor Scott & White Heart and Vascular Hospital BSWHHVH_646_2019 Outcomes JOOMAG MOD | Page 13

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.
Most of the hospital volunteers are former
cardiac patients and have a passion for their
work. 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.
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.
Question: Likelihood to recommend
96.2%
BSWHVH - Dallas
96%
BSWHVH - Fort Worth
94.4%
All PG*
Ambulatory Surgery Survey Results (Mean FY19)
Question: Likelihood to recommend
BSWHVH - Dallas 88.8%
BSWHVH - Fort Worth 87.8%
All PG*
83.3%
HCAHPS* Survey Results (Mean FY19)
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.
Outpatient Survey Results (Mean FY19)
Question: Likelihood to recommend
BSWHVH - Dallas
All PG*
91.2%
2,990
71.7%
Communication with physicians
BSWHVH - Dallas
88.8%
2,990
81%
All PG*
Communication with nurses
85.8% 2,990
BSWHVH - Dallas
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.
13
All PG*
80.3%
Key to satisfaction measures
Time frame: FY19 Measurement: Mean Score
BSWHVH: Baylor Scott & White Heart and Vascular Hospital
All PG: Comparison group of all hospitals
in Press Ganey database
HCAHPS: Hospital Consumer Assessment of
Healthcare Providers and Systems
CMS: Centers for Medicare & Medicaid Services
Timeframe: July 1, 2018 through June 30, 2019.