HA

Summit

2017 Breakthrough Recipients

The Service Excellence Initiative’s purpose is to improve customer service. It’s success involves a total commitment from all personnel from the frontline to the administrators. The recognition presented today acknowledges the efforts of all facilities in their challenge for World Class patient and family satisfaction as measured by an independent source.
Our congratulations go to those being recognized and to all others that are working for the common goal of improvement.

Breakthrough Award Recipients
    2017     2016     2015     2014     2013

 

 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Nurses 88.7% ( 79.5% )
  Bronze Recommend the Hospital 90.9% ( 82.5% )
  Silver Response of Hospital Staff 91.8% ( 79.2% )
  Silver Pain Management 86.1% ( 75.0% )
  Silver Transition of Care 76.6% ( 66.0% )

 Achievement

2017 Comparative
Top Box
  Ruby Communication with Nurses 88.7% ( 80.3% )
  Ruby Discharge Information 95.7% ( 87.6% )
  Diamond Communication with Doctors 92.1% ( 81.3% )
  Diamond Communication with Nurses 90.9% ( 80.5% )
  Diamond Response of Hospital Staff 91.8% ( 67.9% )
  Diamond Pain Management 86.1% ( 71.1% )
  Diamond Communication about Medicines 75.8% ( 64.9% )
  Diamond Hospital Environment - Clean 94.6% ( 74.5% )
  Diamond Hospital Environment - Quiet 85.7% ( 60.8% )
  Diamond Transition of Care 76.6% ( 54.1% )
  Diamond Overall Rating 87.5% ( 73.1% )
  Diamond Recommend the Hospital 90.9% ( 73.2% )
 Patient Satisfaction

 Improvement

Q3 2017 Q3 2016
  Silver Inpatient 97.7% ( 94.3% )

 Achievement

2017  
  Emerald Ambulatory 88th Percentile  
  Emerald Physician Clinic 88th Percentile  
  Diamond Inpatient 99th Percentile  
  Diamond Outpatient 95th Percentile  
  Diamond Emergency Department 95th Percentile  
 Star Rating
  Overall Hospital Rating 5 Star  
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Doctors 93.3% ( 86.6% )
  Silver Recommend the Hospital 86.4% ( 81.3% )
  Silver Communication with Nurses 94.1% ( 79.3% )
  Silver Communication about Medicines 80.4% ( 66.1% )
  Silver Discharge Information 96.4% ( 81.9% )
  Gold Response of Hospital Staff 93.0% ( 77.7% )
  Gold Pain Management 81.7% ( 63.5% )
  Gold Hospital Environment - Quiet 88.9% ( 68.0% )
  Gold Transition of Care 68.2% ( 50.9% )

 Achievement

2017 Comparative
Top Box
  Ruby Discharge Information 96.4% ( 88.6% )
  Ruby Recommend the Hospital 86.4% ( 76.9% )
  Diamond Communication with Nurses 94.1% ( 82.9% )
  Diamond Communication with Doctors 93.3% ( 83.1% )
  Diamond Response of Hospital Staff 93.0% ( 66.0% )
  Diamond Pain Management 81.7% ( 71.0% )
  Diamond Communication about Medicines 80.4% ( 65.0% )
  Diamond Hospital Environment - Clean 88.6% ( 76.4% )
  Diamond Hospital Environment - Quiet 88.9% ( 67.6% )
  Diamond Transition of Care 68.2% ( 52.0% )
  Diamond Overall Rating 82.9% ( 72.9% )
 Patient Satisfaction

 Achievement

2017  
  Emerald Inpatient 80th Percentile  
  Emerald Outpatient 77th Percentile  
  Ruby Physical Therapy 93th Percentile  
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Nurses 86.27% ( 80.97% )
  Bronze Hospital Environment - Quiet 76.50% ( 66.70% )
  Gold Response of Hospital Staff 83.35% ( 64.75% )
  Gold Pain Management 77.80% ( 51.65% )

 Achievement

2017 Comparative
Top Box
  Emerald Communication with Nurses 86.27% ( 83.50% )
  Emerald Response of Hospital Staff 83.35% ( 81.80% )
  Emerald Pain Management 77.80% ( 73.85% )
  Emerald Recommend the Hospital 78.60% ( 77.30% )
  Ruby Hospital Environment - Quiet 76.50% ( 66.80% )
 Star Rating
  Overall Hospital Rating 4 Star  
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Response of Hospital Staff 90.3% ( 83.7% )
  Gold Communication about Medicines 77.8% ( 56.5% )
  Gold Hospital Environment - Quiet 79.1% ( 62.0% )

 Achievement

2017 Comparative
Top Box
  Emerald Pain Management 75.9% ( 72.5% )
  Emerald Hospital Environment - Clean 76.7% ( 72.7% )
  Emerald Discharge Information 89.2% ( 88.6% )
  Ruby Communication with Nurses 86.8% ( 79.5% )
  Diamond Response of Hospital Staff 90.3% ( 66.1% )
  Diamond Communication about Medicines 77.8% ( 64.5% )
  Diamond Hospital Environment - Quiet 79.1% ( 59.1% )
 Patient Experience[ OAS CAHPS ]

 Achievement

2017 Comparative
Top Box
  Emerald Cleanliness & Quietness 92.6% ( 89.5% )
  Emerald Communication with Nurses 92.8% ( 90.3% )
  Emerald Response of Hospital Staff 87.8% ( 84.7% )
  Ruby Discharge Information 87.1% ( 81.9% )
  Ruby Pain Management 86.5% ( 79.0% )
 Patient Experience[ ED CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Overall Rating of Facility 39.0% ( 29.9% )
  Bronze Pain Management 57.7% ( 51.5% )
  Bronze Would Recommend Facility 64.4% ( 58.2% )
  Silver Discharge Information 71.0% ( 59.1% )

 Achievement

2017 Comparative
Top Box
  Emerald Communication with Nurses 82.8% ( 78.1% )
  Emerald Communication with Providers 82.9% ( 78.2% )
  Diamond Cleanliness & Quietness 88.6% ( 76.9% )
  Diamond Discharge Information 71.0% ( 58.1% )
  Diamond Pain Management 57.7% ( 53.7% )
 Patient Experience[ HHCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Overall Rating of Care 60.0% ( 54.5% )
  Silver Specific Care Issues 93.5% ( 78.9% )

 Achievement

2017 Comparative
Top Box
  Emerald Care of Patient 90.8% ( 89.1% )
  Ruby Specific Care Issues 93.5% ( 86.8% )
 Patient Satisfaction

 Improvement

Q3 2017 Q3 2016
  Bronze Emergency 83.6% ( 80.7% )
 Star Rating

 Achievement

2017  
  Domain Communication with Nurses 4 Star  
  Domain Communication with Doctors 4 Star  
  Domain Response of Hospital Staff 4 Star  
  Domain Pain Management 4 Star  
  Domain Communication about Medicines 4 Star  
  Domain Discharge Information 4 Star  
  Domain Transition of Care 4 Star  

 Improvement

2017 2016
  1 Star Improvement Communication with Doctors 4-star 3-star
  1 Star Improvement Pain Management 4-star 3-star
  1 Star Improvement Communication about Medicines 4-star 3-star
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Nurses 83.3% ( 81.1% )
  Bronze Pain Management 74.1% ( 67.5% )
  Gold Communication about Medicines 81.8% ( 57.5% )
  Gold Transition of Care 58.7% ( 38.1% )
  Gold Overall Rating 83.3% ( 59.5% )
  Gold Recommend the Hospital 81.0% ( 64.7% )

 Achievement

2017 Comparative
Top Box
  Emerald Communication with Nurses 83.3% ( 79.5% )
  Emerald Communication with Doctors 84.1% ( 81.5% )
  Emerald Pain Management 74.1% ( 72.5% )
  Emerald Hospital Environment - Clean 76.7% ( 72.7% )
  Emerald Transition of Care 58.7% ( 53.9% )
  Emerald Recommend the Hospital 81.0% ( 76.3% )
  Ruby Hospital Environment - Quiet 65.0% ( 59.1% )
  Ruby Overall Rating 83.3% ( 74.4% )
  Diamond Response of Hospital Staff 83.3% ( 66.1% )
  Diamond Communication about Medicines 81.8% ( 64.5% )
 Patient Experience[ ED CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Would Recommend Facility 77.4% ( 71.0% )
 Star Rating
  Overall Hospital Rating 4 Star  

 Achievement

2017  
  Domain Response of Hospital Staff 5 Star  
  Domain Communication with Nurses 4 Star  
  Domain Pain Management 4 Star  
  Domain Transition of Care 4 Star  

 Improvement

2017 2016
  2 Star Improvement Transition of Care 4-star 2-star
  1 Star Improvement Response of Hospital Staff 5-star 4-star
  1 Star Improvement Communication with Nurses 4-star 3-star
  1 Star Improvement Pain Management 4-star 3-star
  1 Star Improvement Communication with Doctors 3-star 2-star
  1 Star Improvement Discharge Information 3-star 2-star
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Doctors 92.5% ( 84.4% )
  Bronze Response of Hospital Staff 75.7% ( 69.3% )
  Bronze Pain Management 80.3% ( 71.4% )
  Bronze Overall Rating 63.2% ( 55.1% )
  Silver Communications about Medicines 83.3% ( 71.1% )
  Silver Hospital Environment - Clean 88.8% ( 75.5% )
  Silver Hospital Environment - Quiet 88.8% ( 75.5% )
  Silver Discharge Information 95.5% ( 82.6% )
  Silver Transition of Care 57.5% ( 45.6% )

 Achievement

2017 Comparative
Top Box
  Emerald Transition of Care 57.5% ( 53.9% )
  Ruby Communication with Nurses 87.5% ( 79.5% )
  Ruby Pain Management 80.3% ( 72.5% )
  Ruby Discharge Information 95.5% ( 88.6% )
  Diamond Communication with Doctors 92.5% ( 81.5% )
  Diamond Response of Hospital Staff 75.7% ( 66.1% )
  Diamond Communication about Medicines 83.3% ( 64.5% )
  Diamond Hospital Environment - Clean 88.8% ( 65.8% )
  Diamond Hospital Environment - Quiet 88.8% ( 65.8% )
  Diamond Overall Rating 63.2% ( 51.6% )
 Patient Experience[ ED CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Nurses 78.7% ( 69.4% )
  Bronze Discharge Information 67.1% ( 58.8% )
  Silver Cleanliness/Quietness 81.8% ( 71.1% )
  Gold Overall Rating of Facility 45.3% ( 25.6% )
  Gold Pain Management 56.8% ( 40.2% )
  Gold Would Recommend Facility 74.0% ( 42.7% )

 Achievement

2017 Comparative
Top Box
  Emerald Cleanliness/Quietness 81.8% ( 76.9% )
  Emerald Communication with Nurses 78.7% ( 78.1% )
  Emerald Pain Management 56.8% ( 53.7% )
  Ruby Discharge Information 67.1% ( 58.1% )
  Ruby Would Recommend Facility 74.0% ( 68.6% )
 Patient Experience[ HHCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Silver Care of Patient 97.2% ( 85.4% )
  Silver Overall Rating of Care 83.3% ( 68.8% )
  Silver Would Recommend Agency 91.7% ( 80.0% )

 Achievement

2017 Comparative
Top Box
  Emerald Provider Communication 91.0% ( 86.4% )
  Ruby Care of Patient 97.2% ( 89.1% )
  Ruby Specific Care Issues 96.4% ( 86.8% )
  Diamond Overall Rating of Care 83.3% ( 68.7% )
  Diamond Would Recommend Agency 91.7% ( 80.2% )
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Silver Communication about Medicines 68.8% ( 55.6% )
  Silver Hospital Environment - Quiet 75.9% ( 63.6% )
  Silver Transition of Care 54.0% ( 42.4% )
  Silver Recommend the Hospital 86.2% ( 71.4% )

 Achievement

2017 Comparative
Top Box
  Emerald Communication with Nurses 81.6% ( 79.5% )
  Emerald Communication with Doctors 86.2% ( 81.5% )
  Emerald Communication about Medicines 68.8% ( 64.5% )
  Emerald Transition of Care 54.0% ( 53.9% )
  Emerald Overall Rating 78.6% ( 74.4% )
  Ruby Response of Hospital Staff 74.1% ( 66.1% )
  Ruby Discharge Information 96.0% ( 88.6% )
  Ruby Recommend the Hospital 86.2% ( 76.3% )
  Diamond Hospital Environment - Clean 93.1% ( 72.7% )
  Ruby Hospital Environment - Quiet 75.9% ( 59.1% )
 Patient Experience[ ED CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Gold Discharge Information 78.9% ( 62.9% )

 Achievement

2017 Comparative
Top Box
  Ruby Communication with Nurses 85.8% ( 78.1% )
  Ruby Communication with Provider 84.8% ( 78.2% )
  Ruby Overall Rating of Facility 75.3% ( 65.5% )
  Ruby Pain Management 60.0% ( 53.7% )
  Ruby Would Recommend Facility 75.3% ( 68.6% )
  Diamond Discharge Information 78.9% ( 58.1% )
  Diamond Cleanliness/Quietness 93.2% ( 76.9% )
 Patient Satisfaction

 Improvement

Q3 2017 Q3 2016
  Bronze Outpatient Testing 91.4% ( 89.3% )

 Achievement

2017  
  Emerald Emergency 75th Percentile  
 Patient Experience[ HCAHPS ]

 Achievement

2017 Comparative
Top Box
  Emerald Communication with Nurses 84.4% ( 81.8% )
  Emerald Communication with Doctors 82.0% ( 81.8% )
  Emerald Discharge Information 90.8% ( 89.1% )
  Emerald Transition of Care 55.7% ( 53.5% )
 Patient Experience[ ED CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Nurses spent enough time with patient 68.0% ( 62.9% )
  Bronze Courtesy/Respect of Doctors 80.4% ( 74.7% )
  Bronze Clear communication by Doctors 74.5% ( 66.0% )
  Bronze Doctors spent enough time with patient 69.7% ( 60.4% )
  Silver Doctors and Nurses did everything to help with pain 77.3% ( 62.8% )
  Silver Given as much information as wanted on test results 71.4% ( 60.0% )
  Silver Kept informed on who was in charge of care 72.6% ( 59.6% )
  Gold Time before someone asked about reason for visit 68.7% ( 50.0% )

 Achievement

2017 Comparative
Top Box
  Emerald Kept informed on who was in charge of care 72.6% ( 69.1% )
  Emerald Doctors spent enough time with patient 69.7% ( 67.8% )
  Ruby Time before someone asked about reason for visit 68.7% ( 61.6% )
  Ruby Received care within 30 minutes of arriving in ER 87.8% ( 80.9% )
  Ruby Doctors and Nurses did everything to help with pain 77.3% ( 71.3% )
 Patient Experience[ OAS CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Ability to schedule visit on convenient day/time 68.9% ( 63.1% )
  Bronze Kept informed of delays in care or treatment 84.6% ( 77.1% )
  Bronze Involvement in treatment plan/goal setting 87.2% ( 78.3% )
  Silver Ease of finding way around facility 66.1% ( 53.8% )
  Silver Cleanliness of facility 73.9% ( 62.7% )
  Silver Progress toward patient goals 63.2% ( 52.2% )

 Achievement

2017 Comparative
Top Box
  Emerald Ease of finding way around facility 66.1% ( 63.5% )
  Emerald Cleanliness of facility 73.9% ( 73.3% )
  Emerald Involvement in treatment plan/goal setting 87.2% ( 86.9% )
  Emerald Clear/complete discharge instructions 70.0% ( 67.5% )
  Emerald Helped by visit 72.5% ( 67.6% )
  Ruby Progress toward patient goals 63.2% ( 54.8% )
 Patient Experience[ CG CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Medical questions asked during office hours answered same day 64.4% ( 57.6% )
  Gold Timely answer to medical questions asked after office hours 78.1% ( 61.5% )

 Achievement

2017 Comparative
Top Box
  Ruby Provider seen within 15 minutes of appointment time 50.3% ( 42.4% )
  Diamond Timely answer to medical questions asked after office hours 64.2% ( 50.3% )
 Star Rating
  Overall Hospital Rating 4 Star  
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Doctors 91.0% ( 83.8% )
  Bronze Hospital Environment - Clean 88.7% ( 83.0% )
  Silver Overall Rating 100% ( 89.1% )
  Gold Hospital Environment - Quiet 86.1% ( 67.8% )

 Achievement

2017 Comparative
Top Box
  Ruby Communication with Doctors 91.0% ( 82.0% )
  Diamond Communication with Nurses 92.0% ( 80.0% )
  Diamond Response of Hospital Staff 91.6% ( 68.0% )
  Diamond Pain Management 82.9% ( 71.0% )
  Diamond Communication about Medicines 76.7% ( 65.0% )
  Diamond Hospital Environment - Clean 88.7% ( 74.0% )
  Diamond Hospital Environment - Quiet 86.1% ( 62.0% )
  Diamond Discharge Information 98.3% ( 86.0% )
  Diamond Transition of Care 66.1% ( 52.0% )
  Diamond Overall Rating 100% ( 71.0% )
  Diamond Recommend the Hospital 92.7% ( 71.0% )
 Patient Experience[ OAS CAHPS ]

 Achievement

2017 Comparative
Top Box
  Emerald Facility and Staff 98.7% ( 97.7% )
  Emerald Procedure Communication 93.3% ( 90.8% )
  Emerald Discharge and Recovery 85.4% ( 83.7% )
  Emerald Rating of Facility 92.4% ( 90.2% )
  Emerald Recommend the Facility 90.8% ( 88.4% )
 Star Rating
  Overall Hospital Rating 5 Star  

 Achievement

2017  
  Domain Communication with Nurses 5 Star  
  Domain Communication with Doctors 5 Star  
  Domain Response of Hospital Staff 5 Star  
  Domain Pain Management 5 Star  
  Domain Communication about Medicines 5 Star  
  Domain Hospital Environment - Clean 5 Star  
  Domain Hospital Environment - Quiet 5 Star  
  Domain Discharge Information 5 Star  
  Domain Transition of Care 5 Star  
  Domain Overall Rating 5 Star  
  Domain Recommend the Hospital 4 Star  
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Silver Communication with Doctors 100% ( 88.9% )
  Gold Recommend the Hospital 90.0% ( 77.8% )
  Gold Response of Hospital Staff 83.3% ( 50.0% )
  Silver Transition of Care 80.0% ( 59.3% )
  Gold Overall Rating 90.0% ( 66.7% )

 Achievement

2017 Comparative
Top Box
  Emerald Communication with Nurses 83.3% ( 79.5% )
  Ruby Hospital Environment - Clean 75.0% ( 65.8% )
  Ruby Hospital Environment - Quiet 75.0% ( 65.8% )
  Diamond Communication with Doctors 100% ( 81.5% )
  Diamond Response of Hospital Staff 83.3% ( 66.1% )
  Diamond Transition of Care 80.0% ( 53.9% )
  Diamond Overall Rating 90.0% ( 74.4% )
  Diamond Recommend the Hospital 90.0% ( 76.3% )
 Patient Satisfaction

 Improvement

Q3 2017 Q3 2016
  Gold Inpatient 75.0% ( 70.6% )

 Achievement

2017  
  Emerald Emergency 75th Percentile