Success Begets Success at PMMC
"Good, Better, Best. Never rest 'til your good is better, and your better is best."
–Anonymous

Over the years, Pottstown Memorial Medical Center has received countless thank you letters from satisfied patients. However, Chief Nursing Officer Kim Jack  knows the importance of customer care and she is more worried about the patients who she hasn’t heard from. 

Surveys show that news regarding a positive experience travels but not as nearly as far or as fast as a negative experience.  PMMC wants to know in “real time” if patients are satisfied with the care they are receiving, so they can ensure a positive experience.  “We have implemented a new level of patient care, one that includes surveying our patients daily, and working to identify and address any concerns that a patient might have while they are still with us. “  

“Every patient comes to the hospital expecting to receive the highest-quality treatment," Jack says. "That's a given. Our goal is to take patient care to the next level, and give our patients the customer service and experience that they don't always expect from a hospital."  

Three's a Charm
The new initiative includes hourly rounding, during which the staff checks on the three basic needs of each patient: positioning, pain control, and (the need to use the) bathroom. These hourly visits give patients an opportunity to speak up if they're in discomfort.  While there, the nurse also looks around the room to make sure everything is in reach: the remote control, the bedside table, and anything else the patient might need.

A second measure includes tent cards now appearing in patient rooms. The cards ask patients to rate four things—staff friendliness, room cleanliness, responsiveness to needs, and physician care—on a scale of "Good," "Better," or "Best." This allows staff members to check their performance and see if anything can be improved. It also gives patients a chance to talk about their experiences.

"Not only nurses do this," Jack says.  Anyone who comes in contact with our patients is responsible for improving our level of patient service.  "The person cleaning the room can take a look and say, 'I see we only did a good job at cleanliness today. Is there something in the room you would like to see cleaner?'  Our housekeepers clean patient bathrooms regularly and place paper seals on the toilet to let them know the bathroom has been cleaned.   We continue to try to exceed our customers’ expectations because statistics show if you can fix a patient's perception while they're in house, you will have a customer for life."

Good Feedback Goes Viral
In the months since the new measures have been implemented, patients have expressed resounding acclaim. This success comes at the perfect moment. Just a few years ago, the Hospital Consumer Assessment of Healthcare Providers and Systems received approval to begin public reporting.

The program, better known as HCAHPS, surveys hospital patients about their experiences and makes the data available online. The public can then log on to www.hcahpsonline.org and compare hospitals across the nation before choosing one to attend.

The best part for Jack, however, is the new relationships she has formed since the initiatives have opened the door for better communication. "One of my favorite parts of the job is getting out of the office, the executive environment, and spending time with patients," she says. "That's what made me want to become a nurse and the experience has drawn back a lot of those feelings knowing we are providing a new level of patient care.  Plus, it is comforting to know that our patients would recommend our facility to family and friends.”