HA

Summit

2018 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     2017     2016     2015     2014     2013

 

 Patient Experience [ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Communication about Medicines 82.5% ( 77.1% )

 Achievement

2018 Comparative
Top Box
  Ruby Communication with Doctors 88.9% ( 81.2% )
  Ruby Discharge Information 93.8% ( 87.0% )
  Ruby Hospital Environment - Clean 80.8% ( 74.3% )
  Diamond Communication with Nurses 93.6% ( 80.4% )
  Diamond Response of Hospital Staff 81.4% ( 67.3% )
  Diamond Communication about Medicines 82.5% ( 64.6% )
  Diamond Hospital Environment - Quiet 86.5% ( 60.7% )
  Diamond Transition of Care 71.8% ( 53.6% )
  Diamond Overall Rating 92.3% ( 72.4% )
  Diamond Recommend the Hospital 94.2% ( 72.3% )
 Patient Satisfaction

 Achievement

2018  
  Emerald Outpatient 85th Percentile  
  Emerald Ambulatory 83rd Percentile  
  Emerald Physician Clinic 81st Percentile  
  Diamond Inpatient 96th Percentile  
  Diamond Emergency Department 97th Percentile  
 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 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 5 Star  
  Domain Communication about Medicines 4 Star  
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Overall Rating 79.0% ( 70.6% )
  Gold Hospital Environment - Clean 91.0% ( 70.6% )

 Achievement

2018 Comparative
Top Box
  Emerald Communication with Nurses 83.0% ( 82.0% )
  Emerald Recommend the Hospital 77.0% ( 73.0% )
  Ruby Hospital Environment - Clean 91.0% ( 85.0% )
  Ruby Hospital Environment - Quiet 73.0% ( 64.0% )
  Ruby Overall Rating 79.0% ( 74.0% )
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Pain Management 77.3% ( 71.4% )

 Achievement

2018 Comparative
Top Box
  Emerald Hospital Environment - Quiet 60.7% ( 58.6% )
  Emerald Transition of Care 54.0% ( 53.7% )
  Ruby Communication about Medicines 70.0% ( 64.5% )
  Diamond Response of Hospital Staff 82.1% ( 65.9% )
  Diamond Pain Management 77.3% ( 65.9% )
 Patient Experience [ CG CAHPS ]

 Achievement

2018 Comparative
Top Box
  Emerald Recommend the Hospital 86.4% ( 83.7% )
 Patient Experience [ ED CAHPS ]

 Achievement

2018 Comparative
Top Box
  Emerald Overall Rating of Facility 70.6% ( 66.3% )
 Star Rating
  Overall Hospital Rating 4 Star  

 Achievement

2018  
  Domain Response of Hospital Staff 5 Star  
  Domain Communication with Nurses 4 Star  
  Domain Communication with Doctors 4 Star  
  Domain Communication about Medicines 4 Star  
  Domain Hospital Environment - Clean 4 Star  
  Domain Discharge Information 4 Star  
  Domain Transition of Care 4 Star  
  Domain Overall Rating 4 Star  
  Domain Recommend the Hospital 4 Star  

 Improvement

2018 2017
  1 Star Improvement Communication with Doctors 4-star 3-star
  1 Star Improvement Communication about Medicines 4-star 3-star
  1 Star Improvement Hospital Environment - Clean 4-star 3-star
  2 Star Improvement Discharge Information 4-star 2-star
  1 Star Improvement Transition of Care 4-star 3-star
  1 Star Improvement Overall Rating 4-star 3-star
  1 Star Improvement Recommend the Hospital 4-star 3-star
 Patient Experience [ ED CAHPS ]

 Improvement

Q3 2017 Q3 2016
  Bronze Received care within 30 minutes of arriving in ER 95.0% ( 88.9% )
  Bronze Doctors and nurses did everything to help with pain 80.0% ( 75.0% )
  Silver Would Recommend Facility 95.0% ( 82.8% )
  Silver Courtesy/Respect of Doctors 95.0% ( 82.8% )
  Silver Doctors listening carefully 92.5% ( 80.0% )
  Gold Told patient what medicine was for 100% ( 75.0% )
  Gold Given as much information as wanted on test results 92.0% ( 68.8% )
  Gold Clear communication by Doctors 92.5% ( 75.0% )
  Gold Doctors spent enough time with patient 90.0% ( 71.4% )
  Gold Overall Rating 85.0% ( 70.0% )
  Gold Time before someone asked about reason for visit 92.3% ( 75.0% )

 Achievement

2018 Comparative
Top Box
  Diamond Received care within 30 minutes of arriving in ER 95.0% ( 83.5% )
  Diamond Told patient what medicine was for 100% ( 83.1% )
  Diamond Doctors and nurses did everything to help with pain 80.0% ( 54.7% )
  Diamond Given as much information as wanted on test results 95.2% ( 72.3% )
  Diamond Nurse listening carefully to patients 87.5% ( 77.5% )
  Diamond Nurse spent enough time with patients 87.5% ( 68.6% )
  Diamond Courtesy/Respect of Doctors 95.0% ( 82.1% )
  Diamond Doctors listening carefully 92.5% ( 76.5% )
  Diamond Clear communication by Doctors 92.5% ( 92.5% )
  Diamond Doctors spent enough time with patient 90.0% ( 65.8% )
  Diamond Overall Rating 85.0% ( 65.9% )
  Diamond Would Recommend Facility 95.0% ( 65.8% )
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Communication about Medicines 75.0% ( 68.8% )
  Bronze Transition of Care 62.5% ( 54.0% )
  Bronze Overall Rating 85.0% ( 78.6% )
  Silver Communication with Nurses 92.1% ( 81.6% )
  Silver Communication with Doctors 96.8% ( 86.2% )
  Gold Response of Hospital Staff 92.9% ( 74.1% )

 Achievement

2018 Comparative
Top Box
  Ruby Transition of Care 62.5% ( 53.7% )
  Diamond Communication with Nurses 92.1% ( 79.5% )
  Diamond Communication with Doctors 96.8% ( 81.4% )
  Diamond Response of Hospital Staff 92.9% ( 65.9% )
  Diamond Communication about Medicines 75.0% ( 64.5% )
  Diamond Hospital Environment - Clean 90.0% ( 72.4% )
  Diamond Hospital Environment - Quiet 75.0% ( 58.6% )
  Diamond Overall Rating of Facility 85.0% ( 73.8% )
  Diamond Recommend the Hospital 85.7% ( 75.7% )
 Patient Experience[ ED CAHPS ]

 Achievement

2018 Comparative
Top Box
  Emerald Pain Management 57.1% ( 53.2% )
  Emerald Communication with Provider 81.6% ( 78.6% )
  Ruby Would Recommend Facility 74.5% ( 68.9% )
  Diamond Communication with Nurses 89.6% ( 78.5% )
  Diamond Discharge Information 75.5% ( 57.7% )
  Diamond Overall Rating of Facility 78.4% ( 66.3% )
  Diamond Cleanliness/Quietness 96.0% ( 76.3% )
 Patient Experience [ OAS CAHPS ]

 Achievement

2018 Comparative
Top Box
  Emerald About Facilities and Staff 96.4% ( 96.3% )
 Patient Satisfaction

 Improvement

Q3 2018 Q3 2017
  Bronze Inpatient 93.5 ( 90.7 )
  Bronze Outpatient Testing 93.9 ( 91.4 )

 Achievement

2018  
  Emerald Emergency 88th Percentile  
  Ruby Inpatient 91st Percentile  
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Communication with Nurses 87.7% ( 80.2% )
  Silver Communication with Doctors 90.1% ( 79.0% )
  Gold Hospital Environment - Clean 78.6% ( 51.9% )

 Achievement

2018 Comparative
Top Box
  Emerald Communication about Medicines 67.6% ( 64.2% )
  Ruby Communication with Nurses 87.7% ( 79.6% )
  Ruby Communication with Doctors 90.1% ( 81.1% )
  Diamond Response of Hospital Staff 79.2% ( 65.3% )
  Diamond Hospital Environment - Clean 78.6% ( 58.7% )
  Diamond Hospital Environment - Quiet 85.2% ( 72.3% )
  Diamond Overall Rating 67.9% ( 51.1% )
  Diamond Recommend the Hospital 89.3% ( 75.5% )
 Patient Experience[ CG CAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Care Coordination 80.6% ( 74.5% )

 Achievement

2018 Comparative
Top Box
  Emerald Getting Timely Care, Appts & Info 68.1% ( 66.3% )
  Emerald Rating of Provider 69.9% ( 65.3% )
  Emerald Access to Care 68.1% ( 66.6% )
  Emerald Respect for Patient Preferences 90.4% ( 87.5% )
  Ruby Care Coordination 80.6% ( 73.5% )
  Ruby How Well Your Providers Communicate 94.0% ( 87.3% )
  Ruby Information and Education 92.5% ( 85.8% )
 Patient Experience [ ED CAHPS ]

 Achievement

2018 Comparative
Top Box
  Emerald Discharge Information 61.1% ( 57.7% )
  Emerald Overall Rating of Facility 47.4% ( 46.8% )
  Emerald Pain Management 54.5% ( 53.2% )
  Ruby Communication with Nurses 87.3% ( 78.5% )
  Ruby Communication with Providers 85.2% ( 78.6% )
  Diamond Would Recommend Facility 83.2% ( 68.9% )
  Diamond Cleanliness & Quietness 87.1% ( 76.3% )
 Patient Experience[ OAS CAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Discharge Information 84.2% ( 79.0% )
  Silver Would Recommend Facility 97.3%% ( 83.9% )
  Silver Communication with Nurses 92.5% ( 81.7% )
  Gold Overall Rating of Facility 91.9% ( 64.5% )

 Achievement

2018 Comparative
Top Box
  Emerald Communication with Doctors 91.2% ( 89.6% )
  Emerald Communication with Nurses 92.5% ( 89.4% )
  Emerald Discharge Information 84.2% ( 81.9% )
  Ruby Cleanliness & Quietness 94.7% ( 89.5% )
  Diamond Overall Rating of Facility 91.9% ( 66.4% )
  Diamond Would Recommend Facility 97.3% ( 85.5% )
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Communication with Doctors 87.8% ( 82.0% )
  Bronze Communication about Medicines 67.1% ( 57.5% )
  Silver Response of Hospital Staff 75.8% ( 63.7% )
  Silver Hospital Environment - Clean 84.5% ( 73.9% )

 Achievement

2018 Comparative
Top Box
  Emerald Communication about Medicines 67.1% ( 64.7% )
  Emerald Discharge Information 89.4% ( 87.3% )
  Ruby Communication with Nurses 87.2% ( 80.4% )
  Ruby Communication with Doctors 87.8% ( 81.2% )
  Ruby Response of Hospital Staff 75.8% ( 67.9% )
  Diamond Hospital Environment - Clean 84.5% ( 74.3% )
 Patient Experience [ ED CAHPS ]

 Improvement

Q3 2018 Q3 2017
  Silver Emergency Room- Overall Care 69.8% ( 58.0% )
  Gold Patient Advocacy- Likelihood of recommending 72.1% ( 56.6% )

 Achievement

2018 Comparative
Top Box
  Emerald Patient Advocacy- Likelihood of recommending 72.1% ( 71.0% )
 Patient Experience [ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Transition of Care 72.8% ( 66.1% )

 Achievement

2018 Comparative
Top Box
  Ruby Communication with Nurses 88.3% ( 80.0% )
  Ruby Communication with Doctors 91.1% ( 82.0% )
  Diamond Response of Hospital Staff 86.7% ( 70.0% )
  Diamond Communication about Medicines 578.5% ( 66.0% )
  Diamond Hospital Environment - Clean 90.3% ( 75.0% )
  Diamond Hospital Environment - Quiet 83.4% ( 62.0% )
  Diamond Discharge Information 97.1% ( 87.0% )
  Diamond Transition of Care 72.8% ( 53.0% )
  Diamond Overall Rating 89.1% ( 73.0% )
  Diamond Recommend the Hospital 89.6% ( 72.0% )
 Patient Experience [ OAS CAHPS ]

 Achievement

2017 Comparative
Top Box
  Emerald Procedure Communication 93.7% ( 91.7% )
  Emerald Discharge and Recovery 85.6% ( 82.8% )
  Ruby Rating of Facility 90.9% ( 85.9% )
  Ruby Recommend the Facility 89.1% ( 83.5% )
 Star Rating
  Overall Hospital Rating 5 Star  

 Achievement

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

 Improvement

Q3 2017 Q3 2016
  Bronze Communication with Nurses 93.3% ( 87.9% )
  Gold Communication about Medicines 85.7% ( 62.7% )

 Achievement

2018 Comparative
Top Box
  Emerald Pain Management 68.8% ( 65.0% )
  Emerald Recommend the Hospital 80.0% ( 77.0% )
  Diamond Overall Rating 73.3% ( 52.0% )
 Patient Experience[ HCAHPS ]

 Improvement

Q3 2018 Q3 2017
  Bronze Communication with Nurses 90.0% ( 83.3% )
  Bronze Hospital Environment - Clean 88.9% ( 80.0% )
  Bronze Overall Rating 75.0% ( 70.0% )
  Silver Hospital Environment - Quiet 77.8% ( 66.7% )
  Silver Recommend the Hospital 100.0% ( 90.0% )

 Achievement

2018 Comparative
Top Box
  Emerald Transition of Care 55.6% ( 53.7% )
  Ruby Response of Hospital Staff 72.2% ( 65.9% )
  Diamond Communication with Nurses 90.0% ( 79.5% )
  Diamond Communication with Doctors 91.7% ( 81.4% )
  Diamond Hospital Environment - Clean 88.9% ( 72.4% )
  Diamond Hospital Environment - Quiet 77.8% ( 58.6% )
  Diamond Overall Rating 75.0% ( 51.4% )
  Diamond Recommend the Hospital 100.0% ( 75.7% )
 Patient Satisfaction

 Improvement

Q3 2018 Q3 2017
  Gold Inpatient 97.3 ( 93.1 )
  Gold Emergency 94.0 ( 87.8 )

 Achievement

2018  
  Emerald Outpatient 77th Percentile  
  Diamond Inpatient 99th Percentile  
  Diamond Emergency 97th Percentile