Leadership Rounds Improve Patient Experiences
Decreasing Grievances and Increasing HCAHPS Scores
Saint Clare’s Health, a two-hospital system part of Prime Healthcare, started the executive leadership rounding program in 2016. Always striving to improve the health of their community, leadership saw rounds as an opportunity to proactively address patient issues.
CHALLENGE
As Saint Clare’s strived to achieve their goals and enhance their internal patient-centered initiatives, the team needed a program and solution that would allow them to hear opportunity areas first-hand from patients and staff members.
SOLUTION
Saint Clare’s implemented CipherRounds for executive leader rounds on patients. With the technology, leaders are able to proactively address patient issues during rounds and identify opportunity areas for long-term improvements. Automated alerts and in-depth reports helped the system close the loop on patient concerns, creating better patient and family experiences.
RESULTS
Within three months, the Saint Clare’s leadership team has seen tangible improvements in patient and family perceptions. The system has completed nearly 1,700 rounds and identified more than 1,000 opportunity areas. Saint Clare’s has seen considerable increases in their HCAHPS scores with an average of 12% increase across domains. Saint Clare’s now meets the VBP threshold for six previously unmet domains, allowing the system to collect higher reimbursements as a part of CMS’s VBP program. The system has also decreased the total number of complaints and grievances reported by patients and their caregivers to hospital administration by 60%. By focusing on providing a patient-centered environment with effective communication tools, Saint Clare’s Health fulfill its mission: to deliver compassionate, quality care to patients and better healthcare to communities.
RESULTS: Increase in HCAHPS Scores Across Domains: Pre and Post CipherRounds Analysis
Complaints and Grievances: Comparison Pre and Post- CipherRounds by Month
CLIENT: Saint Clare’s Health, PROFILE: Two Hospital System in New Jersey, PROGRAM: Patient Rounds, PRODUCT: Executive Rounding, DATA PERIOD: Q1 2016 vs. Q1 2017 – Grievances, Q4 2016 vs. Q1 2017 – HCAHPS
