Ascension Via Christi St. Francis' fifth-floor observation unit recently was recognized for outstanding patient satisfaction scores on the December Hospital Consumer Assessment of Healthcare Providers and Systems, or HCAHPS, survey.
"Their scores were among the tops in the nation," says Carla Yost, Ascension Via Christi's chief nursing and quality officer. "We think that's worthy of recognition and replication throughout all our units."
Kevin Strecker, who serves as Ascension Via Christi's chief operating officer, Yost and other hospital leaders recently gathered to celebrate with the team during the morning shift change.
"We are here to carry on the Mission of our founding Sisters," Yost told the team, who were treated to bagels and a double-helping of accolades for their work on behalf of patients and families. "How proud they must be of all you do for those we serve."
Matt Tyler, RN, nurse manager for 5SW, attributes his team's exceptional performance on the survey to their engagement and receptiveness to patient and visitor feedback.
"Everyone, including me, wants to hear what we can do to further improve the care we provide. It's part of our team culture," says Tyler, noting that doing so ultimately leads to more compliments, fewer concerns.
Another factor, he says, is the close partnership that he and his team have with nursing director Amy Renn and the other hospital leaders who are helping round on patients.
Renn, together with Security director John Sullivan, clinical nurse specialist Judy Dusek and Via Christi Direct manager Diane Mills Watson all regularly round on 5SW as part of a hospitalwide goal of ensuring that every patient's voice is heard and attended to as needed.
"One of the reasons Matt's team does so well is because of his ownership. He has an engaged team and he is right there supporting his team as they provide outstanding care," says Renn.
And that leaves a lasting impression, says Sullivan, noting, "Although the patients don't always recall associates' names, they don't forget how well they were treated and the compassion extended to them on this unit in a time of uncertainty."