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I’ve long been surprised that is not better known by everyone who talks about patient-centered care, patient engagement, etc. I attended one of their webcasts in April and wrote about a great booklet they discussed.

I’m taking the liberty of pasting in here an item from their latest e-newsletter, because it illustrates how they think and how things unfold as a result.

Listening to the Patient Voice
How It’s Done at Platte Valley Medical Center

Including patients and families in the development of a truly patient-centered care experience formally took shape at Platte Valley Medical Center in 2008 with the formation of the hospital’s community focus group. Staff from clinical and non-clinical departments volunteer and are trained to participate in an interactive process to listen and respond to patients’ feedback through quarterly care-centered interviews. To date, we have completed eight sessions. Testimonies are then used to assist with critical problem solving, program development, and measure successes. Concrete action steps, developed with the patient and family, are used for house-wide staff training. Through a video presentation and newsletter, entitled The Patients’ Voice, hospital staff is invited to “Munch and Learn” sessions to hear patients’ stories and apply what they learn to their daily work.

Lessons Learned from our Patients’ Voice

  • Typical is not Typical
  • Patients Want to Learn More
  • Patients Don’t Know the “Lingo”
  • Working Together Makes a Difference
  • Preparedness is Key
  • “Little Things” make a “Big Difference”
  • Communication is Key to Patient Perception

 Accomplishments / Outcomes:

  • Improved listening skills and an openness to total transparency and collaboration;
  • Overall HCAHPS rating has now surpassed the national average;
  • We can measure care improvements with every testimony (i.e., hand sanitizer usage rates doubled after a patient expressed concern staff wasn’t using it enough.);
  • Structured rounding has increased the early identification of problems and their resolution prior to discharge, decreasing post-discharge service recovery requests;
  • Development of a new outpatient service request form ensures scheduling happens in accordance with information the patient is given;
  • Extended hours in the ambulatory post surgical unit have led to satisfaction and comfort for both patients and nurses;
  • Development and implementation of Total Joint University led to a decrease in the length of stay in those who participate in the program;
  • Implementation of a cardiac support group is championed by two patients; and
  • Clinical rounding on complex medical patients ensures an efficient and effective interdisciplinary approach to patient care.

“It is exciting and extremely gratifying to go through this process as a team and work together with patients and their families to create processes and improvements that, in the end, make real differences in our patients’ lives,” describes PVMC’s Vice President of Nursing Kurt Gensert.



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