|Dickinson County Healthcare System||
The Journey to Excellence program was initiated throughout Dickinson County Healthcare System – both hospital and clinics – approximately a year ago. This comprehensive customer service program has set service standards for all employees and systematically trains staff in engagement techniques and the proper treatment of patients so their healthcare experience is as pleasant as possible. The program uses the monthly HCAHPS Survey scores as a measure of its effectiveness and an indication of what is working well and which areas still need improvement.
DCHS participates in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), a survey tool designed by the federal government comprised of questions related to customer service actions as noted by patients. The HCAHPS survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care. It is a survey instrument and data collection methodology for measuring patients’ perceptions of their hospital experience. While many hospitals have collected information on patient satisfaction for their own internal use, until HCAHPS there was no national standard for collecting and publicly reporting information about patient experience of care that allowed valid comparisons to be made across hospitals locally, regionally and nationally.
“We realize that patients have a choice of where they go for their healthcare,” commented John Schon, Administrator / CEO. “While patients base their decisions upon the clinical quality and safety of the healthcare they receive, they also make choices based upon the ‘soft skills’ inherent in a quality healthcare experience. We challenge ourselves to meet our patients’ needs in all areas so they choose to seek local resources for their care.”
January's Role Model of Excellence
Staff in the Food and Nutrition Services (FANS) Department at Dickinson Memorial Hospital was honored with the Journey to Excellence travelling trophy for January. They were recognized for receiving a perfect HCAHPS score of 100% from patients in all four inpatient units in the area of courtesy and respect. FANS staff are truly role models of customer service. Pictured (L to R) is a small representation of the FANS staff who serve patients at Dickinson Memorial Hospital: Diane Hansen, Mary Chartier, Karen Kollmann - Supervisor, Faye Del Debbio, Dawn Bruneau, and Wanda Gendron.
February's Role Model of Excellence
Staff in the Ambulatory Care Unit (ACU) at Dickinson Memorial Hospital was recently honored with the Journey to Excellence travelling trophy. They were recognized for receiving “top box” scores of 9 or 10 by 100% of their patients in the month of January. The ACU nursing staff is truly a role model of customer service. Pictured are: (front row kneeling) - Bev Gaudette; (front L to R) - Jill Normand, Lisa Wangerin, Kim Mastie, Michelle Miron / Department Manager, and Jen Mott; and (back row L to R) Leighann Anderson, Joan DeClark, Warren Olson, Tammy Lobner, John Schon - Administrator, and Aaron Hautamaki - Assistant Manager.