Getting Better On Our Journey
We often talk about how we are leading in the field of musculoskeletal health. We know that this is possible because of many reasons, including our extensive expertise and knowledge, our focus on providing the best possible patient care and patient experience, and of course the Leadership By All philosophy that exists at HSS.
There are many ways that we measure these things, and today I want to talk about two of them.
The first are the results of the Q3 2019 Press Ganey Patient Satisfaction Survey. Our inpatient overall satisfaction is at the 99th percentile for the 2nd consecutive quarter. In addition, HSS has achieved the 99th percentile rank on “Likelihood to Recommend” for the 45th consecutive quarter benchmarked against other Magnet hospitals in the Press Ganey database.
These are phenomenal results and really underscore the attention we pay to ensuring our patients have a great experience from the moment they enter HSS in our growing enterprise.
The second is our Gallup survey. This year, we had a 91% participation rate, which is the highest we’ve ever achieved and is in the top quartile of Gallup’s hospital/healthcare database. Our engagement ratio improved to its highest ever at 7.13:1, and the percentage of engaged members of our team increased to 57% (compared to a 32% average across the US).
Given our rate of growth, and all of the changes in our environment, I am encouraged by these results. However, in both these instances, we of course have room for improvement. Most importantly, we should keep in mind that these are all just numbers from a survey. The focus each and every day is on how we can improve our work environment to make our care even better and to make sure that every member of the team is excited to come to work to provide that outstanding care. That is our best recipe for continued success in all that we do.
Thank you for giving your all to give our patients a world-class experience, and thank you for providing your feedback to ensure we have the best work environment possible. Now it’s up to all of us to strengthen our LBA and make improvements to make HSS even better.
In a short few weeks, we will leave 2019 and enter 2020 with energy and excitement for all of the great things on our agenda. Our Strategic Roadmap to 2025 provides us with the guide for this journey and I’m looking forward to traveling it with you.
One Response to “Getting Better On Our Journey”
Thank you for this great information. Knowing is the key to effective planning. Looking forward to what the future holds at HSS.