By Katie Farrell
Staff writer
July 06, 2009 03:59 am NEWBURYPORT — When Anna Jaques Hospital first started conducting patient surveys, the results, they admit, were dismal. Scores showed that the hospital was ranked in the 31st percentile in some areas, meaning that about 70 percent of Massachusetts hospitals were scoring higher than they were. But with the addition of the new fast track emergency department and other upgrades, the surveys are suddenly sparkling in many areas, in some cases placing the city's hospital among the top in the state. Hospital officials read each and every survey that comes in, and not all are glowing. Inpatient satisfaction with physicians is only in the 40th percentile. "If patients have a good experience, they will be back," said Richard Maki, vice president/chief nursing officer. "We want them to have a positive experience." But the surveys are shared with the entire staff, and they take the comments seriously. Under Chief Executive Officer Delia O'Connor, the hospital is implementing programs and initiatives in direct response to what patients were asking for and commenting on. The surveys, administered by Press Ganey, are sent out randomly to patients after they return home. It asks a range of questions relating to all aspects of a patient's care and treatment, as well as their thoughts on the hospital food, decor and cleanliness. Anna Jaques sends out about 6,000 surveys annually for the emergency department and 2,500 surveys each to ambulatory surgical patients and inpatients, according to Deborah Chiaravalloti, vice president of public relations and marketing. Of those totals, 13 percent are returned for the emergency department, 40 percent for inpatient and 30 percent for surgery. When new mothers in the birth center complained about the discharge materials they received as they took their babies home, Charlene Torrisi, director of maternal child services, changed the brochures to a more clear, educational booklet. When patients complained about the beds, new mattresses were purchased. Room service was added and housekeeping cards are now left in each room, after patients mentioned it in the surveys. When new moms complained about visiting hours in the birth center, staff changed it so that moms now choose their own visiting hours for families and friends. The birth center was reconfigured so new mothers now have a quieter, separate room after giving birth than rather than staying in the labor and delivery area. A "shining star" program was created that recognizes staff members who go the extra mile. More training and team building programs were put in place. Staff now circulate the hospital, talking to patients more and handing out their business cards in case a patient wants to get in touch with them. So far, all the hard work and effort to improve seem to be working. Hospital staff were recently notified that the survey results have shown a big increase in patient satisfaction. The emergency department and birth center were recently named winners of "Press Ganey trophies," a program initiated by Maki who had two trophies made, awarding one to a department that has improved survey scores and another that sustained a high score. A percentile shows the percentage of scores falling at or below or a given score, such as the 100 percentile means that Anna Jaques scored higher than 100 percent of the hospitals in the state that they are measured against. Anna Jaques is measured against 19 hospitals in the state, of all sizes, based on who subscribes to Press Ganey, Chiaravalloti said. The Birth Center won Maki's "The Leader in Press Ganey" trophy for their finish in the 90th percentile overall for the first quarter of the 2009 calendar year, up from the 69th percentile the previous year, meaning that the birth center scored better than 90 percent of comparable hospitals in Massachusetts. Patient satisfaction with nursing in the Birth Center was rated in the 75th percentile and patient satisfaction with physicians was rated in the 80th percentile, according to the survey results. The emergency department won Maki's "In Pursuit of Press Ganey Excellence" trophy for sustaining improved ratings over the course of four quarters. The overall department rating for the four quarters was in the 70th percentile. Maki said the emergency department has made "incredible" and successful improvements. The addition of the new "Fast Track" has helped. Patients with minor ailments or less severe injuries are seen in the separate area, making their overall wait time less as they no longer have to wait for more serious cases to be seen first. Staff also keeps up stronger communication with patents, Maki said, apologizing for a long wait or keeping them updated on their progress. Also, too, are staff more proactive with X-rays and tests. "It's all about trying to manage their expectations," Torrisi said. With the high ratings, Maki and Torrisi say staff will continue to work hard to sustain those scores. "It can go as quickly as it came," Torrisi said. Emergency Department Patient Satisfaction Ratings: For the overall experience: 99th percentile Satisfaction with the nursing staff: 100th percentile Satisfaction with physicians: 100th percentile Inpatient Patient Satisfaction Ratings: For the overall experience: 70th percentile Satisfaction with the nursing staff: 65th percentile Satisfaction with physicians: 40th percentile Ambulatory Patient Satisfaction Ratings: For the overall experience: 68th percentile Satisfaction with the nursing staff: 60th percentile Satisfaction with physicians: 100th percentile Birth Center Patient Satisfaction Ratings: For the overall experience: 90th percentile Satisfaction with the nursing staff: 75th percentile Satisfaction with physicians: 80th percentile — information provided by Anna Jaques Hospital
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