HaysMed Celebrates Patient Experience Week
Hays, Kansas (April 25, 2016)—HaysMed is celebrating Patient Experience week April 25 through 29. This week provides a focused time for organizations to celebrate accomplishments in improving the patient experience and show appreciation to the patients who choose HaysMed as their healthcare provider.
On Wednesday, hospital staff will be providing freshly baked cookies to patients and visitors at the hospital to thank people for choosing HaysMed as their provider of choice. They will also include thank you notes on patient meal trays.
HaysMed implemented four Service Excellence Teams (SETS) during the last year to focus on the patient experience. These teams meeting regularly and discuss different aspects of improving the patient experience.
The Patient/Family Advisory Committee is comprised of both HaysMed Associates and members of the public. They meet monthly and serve as a link between the community and the hospital. Community members provide a key insight and unique perspective of the patient experience.
The Patient Experience and Measurement Team analyze the HCAHPS data on Customer Service and makes sure that all Associates understand the data and what part they play in the customer experience. They also are responsible for working on specific patient experience initiatives during the year.
The Leadership Development and Standards Team is responsible for evaluating standards of performance, supporting those standards and hardwiring them into the culture of the organization. They also aid in planning, and execution of leader development events at the hospital.
The Associate/Physician Engagement Team works on reward and recognition, celebrations and organizational wide priorities identified through internal Associate surveys.
The teams are comprised of Senior Leader Champions, a Team Leader and 8 to 10 frontline staff. The teams meeting on a regular basis and then report up to an overall SETS Steering Committee which then ultimately reports to the Board of Directors.
The end result of this initiative is to focus on patient centered care, improve patient communication and ultimately improve patient satisfaction.