| The newspaper delivery, wrapped with a supplement of hospital news, began as a pilot eight months ago and was so well received by patients and families that it is now built into the hospital's operating budget. Currently, Saint Joseph's is testing software in some Internet-accessible rooms that allows patients to create a website that keeps family members and friends up-to-date on how they are doing. In the lobby are kiosks for Internet plug-ins as well as computers. And wireless technology is available throughout the facility. |
Read About Bonnie Phipps |
These touches are just a few examples of how medical centers like Saint Joseph's are making hospital stays more comfortable. As competition in the industry increases, hospitals are spending energy on customer satisfaction as well as clinical care.
"Sometimes patients are unable to recognize the quality of their clinical care because of its complexity," says Bonnie Phipps, president and CEO of Saint Joseph's, "but they always know if their nurse is pleasant or if they're treated well."
The federal government collects clinical indicators from hospitals, awarding higher reimbursements to those that voluntarily submit requested information. Now the government is preparing a standard form to collect comparative data on patient satisfaction in hospitals. Industry experts expect that Medicare will reward hospitals that earn good grades higher payments. "Half of our income at Saint Joseph's comes from Medicare," says Phipps, "so that gets my attention."
But Saint Joseph's is not just after high scores on a survey. The very values on which the hospital was founded 125 years ago demand respect for the individual. Its mission is to provide compassionate care and a commitment to the community.
That commitment has been recognized in both clinical care and customer satisfaction. In 2004, Saint Joseph's was one of only three hospitals in the nation to receive the Magnet Recognition for Nursing Excellence for the third time, remaining in the top 1% of hospitals in the country. For three consecutive years, it also has received a HealthGrades rating as the best in Georgia and in the top 5% in the nation for cardiac and vascular programs. And it is the only Atlanta hospital named to J.D. Power and Associates Distinguished Hospital Program for Service Excellence in both 2003 and 2004.
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