C&W raises the bar for patient satisfaction

After being open less than a year, the C.S. Mott Children’s Hospital and Von Voigtlander Women’s Hospital is receiving excellent patient satisfaction scores.

The new C&W, which officially opened to patients Dec. 4, 2011, has ratings of overall care and other key measures that are historically high, surpassing many of the 12-month averages from the old women’s and children’s facilities at the U-M Health System.

Some of the most notable high scores and improvements include:

Willingness to Recommend C&W Hospital to Others: 12-month average of 92.7

Nurses’ Promptness to Call Button: 12-month average of 89.9

This improvement is due partly to the Secondary Alert Notification System, or SANS, that was implemented when C&W opened. The technology monitors patients’ heart rates, respiratory rates, and oxygen levels, sending an alert to the nurses’ cisco phones when these indicators are out of normal parameters.

Previously, nurses relied only on audible alerts from a physiological monitor that could be heard in the room or hallway. SANS is a secondary alert in addition to the audible alert.

“This middleware technology sends an alert directly to phones that our nurses wear, allowing them to continually monitor their patients’ physiological signs,” explains Loree Collett, associate director for Children’s and Women’s Services. “Now we are able to get a message directly to our nurses so they can respond right away. We put this mechanism in place to improve nurse response time and that’s exactly what has happened.”

Room Cleanliness: 12-month average of 94

Despite being double the size of the old children’s and women’s hospital, C&W environmental services (EVS) staff have been able to keep the new building much more clean.

In addition to hiring a greater number of environmental staff to keep things tidy, a service recovery system was also implemented in April on the Get Well Network Interactive Patient Care system which runs on TV screens in patients’ rooms. The feature provides patients the opportunity to answer a number of questions including if they are satisfied with the cleanliness of their room. If they indicate that they are dissatisfied, a page goes to an Environmental Services supervisor who then visits the patient’s room to assist. This program is expected to alert EVS to any issues, allow immediate service recovery, and improve room cleanliness scores even more.

Room Quietness: 12-month average of 89.4

Like room cleanliness, hospital quietness has historically been one of the areas that UMHHC has struggled with on patient satisfaction surveys.

Staff at the new C&W were able to utilize the design and space of the new building to improve this trend.

“Private rooms for all C&W patients have made the biggest difference,” says Collett. “Families can stay with their child 24/7 – helping us to maintain the Patient Family Centered Care culture while not disrupting those who need to rest.”

About the survey:

Patient satisfaction surveys provide objective and subjective feedback from the patient/family perspective about their experiences at C&W.

Surveys are mailed to a random sample of discharged patients on an ongoing basis. Patients return completed surveys to a survey vendor, Press Ganey, which tabulates data and comments and provides information online and via periodic reports.

For more information about patient satisfaction in the new C&W, please visit: http://www.med.umich.edu/i/quality/reports/patients/mott/index_mott.html.