In our fast-moving and complex work environment, it’s possible to lose sight of patients’ greatest needs — to be heard, kept informed, respected and cared for compassionately.
Patients come to Texas Health Resources for care will enhance their quality of life and well-being. Their confidence in us diminishes if they wait hours to be seen, receive the wrong medication, acquire a hospital-borne infection or leave without fully understanding how to care for themselves at home.
We put patients at the center of everything we do because as a faith-based nonprofit, Texas Health is in the business of caring for those in need. By delivering innovative and compassionate care, communicating clearly and helping navigate the steps involved in their care, we not only earn patients’ trust, but also improve outcomes, and reduce readmissions and costs.
Patients choose health systems for their quality of care and reputation. Texas Health’s Promise, Individuals Caring for Individuals, Together® is the foundation for our service excellence, quality and patient experience initiatives. It guides our every interaction and is how we live our mission, vision and values.
Our Service Excellence department is dedicated to improving the patient experience. It developed a comprehensive Service Excellence strategy that includes 24 service standards that serve as the foundation of the Promise and were created with input from frontline staff from across the system. The standards are helping Texas Health realize its goal of achieving and sustaining top decile performance in patient satisfaction by 2016.
Service Excellence coaches train system leaders and staff on evidence-based tools, tactics and techniques that improve the patient experience. Each hospital receives monthly progress reports on their patient satisfaction performance and executes action plans if declines are noted.
Additionally, Texas Health uses the Hear, Empathize, Apologize, Respond and Thank (HEART) model to immediately address service failures and identify opportunities for improvement. Unresolved issues are also escalated to managers or reported to designated committees for review and resolution.
Since deploying its service excellence strategy, Texas Health has steadily improved patients’ experiences as evidenced by survey results from the Centers for Medicare and Medicaid Services’ (CMS) Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS). The survey captures feedback from patients about aspects of their hospital experience, including communication with doctors and nurses; the cleanliness and quietness of the hospital; and whether he or she is likely to recommend the hospital.