For Immediate Release
May 21, 2013
CLEVELAND, Ohio – The Association for Patient Experience (AFPE) presented its inaugural Practice of the Year Award today to Long Island Jewish Medical Center (LIJMC) for implementing a massive culture change modeled after the hospitality industry to improve its patient experience scores.
James Merlino, MD, president of AFPE and chief experience officer of Cleveland Clinic Health System, presented the award to Agnes Barden, DNP, RN, senior administrative director of the patient and family centered care department at LIJMC during the 4th Annual Cleveland Clinic Patient Experience: Empathy and Innovation Summit. Held at the InterContinental Hotel and Conference Center in Cleveland, the summit is a three-day, multidisciplinary conference devoted to exploring patient experience as a key differentiator essential to the future of healthcare delivery.
When staff at LIJMC analyzed patient experience scores from 2010-2011, they saw a decline in their Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) likelihood to recommend the hospital scores, revealing that patients were not happy with their experiences and improvements were not being sustained.
HCAHPS, the first national, standardized, publicly reported survey of patients’ perspectives of hospital care, is a 27-item survey instrument and data collection methodology for measuring patients’ perceptions of their hospital experience.
As a way to increase HCAHPS Likelihood to Recommend scores, the 524-bed medical center led an organizational culture shift to go from a service-oriented hospital to a hospitality-oriented facility. They did this by collaborating with a consulting business rooted in the restaurant industry to design programing.
Staff introduced Hospitality Hosts Opportunity (H20) in the fall of 2011 by implementing a new curriculum and facilitating 2-hour classes that all staff attended. A hospitality observation team was created to observe staff behavior in the clinical environment to reinforce positive behavior and hospital leadership rounding was implemented.
As a result, the hospital’s HCAHPS Recommend scores increased from the 27th percentile in 2011 to the 86th percentile last year.
“The development of the Hospitality Hosts Opportunity Program (H2O) has helped to foster a culture change at LIJMC. Staff learned that hospitality begins with taking care of each other, self-awareness and respect for others. As staff became more self-aware, it fostered clearer communication and stronger teamwork, facilitating personal connections. This initiative has impacted our care delivery process and has yielded positive outcomes for the patients, families, and staff of LIJMC,” said Agnes Barden, RN, DNP, senior administrative director, Long Island Jewish Medical Center.
The AFPE Practice of the Year Award is designed to honor outstanding innovations or improvements that
enhance or explore patient experience, increase awareness of the need for patient-centered care delivery and spread successful practices and programs to the provider community.
Finalists for the award included:
• Textra Mobile, Scottsdale, AZ (Project TextConnect, a post-discharge emergency department text messaging system)
• Santa Barbara Cottage Health System, Santa Barbara, CA (Patient Centered “Room Service” Style Meal Service)
For more information on Long Island Jewish Medical Center’s winning initiative, check the AFPE website at http://www.patient-experience.org/Education—Research/Best-Practices/Best-Practices-
Long Island Jewish Medical Center (LIJMC) is a 524-bed non-profit tertiary care teaching hospital serving the greater metropolitan New York Area and one of the clinical and academic hubs of North Shore-LIJ Health System.
The Association for Patient Experience is a not-for-profit organization dedicated to the advancement of the patient experience, ensuring that quality care is delivered while keeping the patients’ physical, educational, emotional and spiritual needs at the forefront. Founded in 2010 by Chief Experience Officer of Cleveland Clinic Health System James Merlino, MD, the Association for Patient Experience is based in Cleveland, OH. Visit AFPE’s website at www.patient-experience.org. Follow AFPE on Twitter at @AssocPtExp