Patient Experience

OWNER: Regional Vice President and Chief Operating Officer Danny Vera PRIORITY: We will be a patient-first organization, serving with compassion, ensuring safety and honoring patient individuality.

There are key driver composites that influence the “Recommend Hospital/ Practice” question (eight composites – a collection of targeted questions - for HCAHPS or hospital stays and six composites for medical practice). These key driver composites measure areas such as doctor and nurse communication, staff responsiveness, communication about medications, care transition, discharge information, access, moving through your medical visit, etc. Using “Recommend the Hospital/Practice” questions as our KPM shows our commitment to the overall patient experience.

KPM - PATIENT EXPERIENCE “RECOMMEND THE HOSPITAL/PROVIDER”

SCORES: The Centers for Medicare and Medicaid require that we survey all patients regarding their healthcare experience. The following questions provide us with a measurement of our overall patient experience: • Recommend the hospital (SVH and CVH) • Recommend the provider office (SRC) SUPPORTING METRIC - PATIENT EXPERIENCE KEY DRIVER QUESTION SCORES:

Each year, our patient experience survey partner, Press Ganey, utilizes statistical analysis of SRH’s patient survey feedback to determine the greatest opportunities for improving “Recommend the Hospital/Practice” scores. The following questions are identified as key drivers for 2021: • Communicate in a way you understand (SVH and CVH). • Care provider concern for questions and/or worries (SRC).

LISTENING: Pediatrician Lizette Antig, MD, of Skagit Regional Health – Arlington Pediatrics, listens to the heart of a young patient.

IN TRAINING: A dozen thirdyear medical students from Pacific Northwest University of Health Sciences in Yakima started two years of rotations and Education at Skagit Regional Health in July 2020.