New HCAHPS Data Confirm Sodexo Support Services/Technology a Winning Combination
August 27, 2008
Real-time patient feedback combined with training for support services professionals results in higher satisfaction
Gaithersburg, MD – August 27, 2008 – For the second time, patient satisfaction scores confirm that Sodexo, a world leader in foodservice and facilities management, and Skylight Healthcare Systems, the leading provider of interactive patient systems, have developed an exclusive program that can help hospitals improve patient satisfaction.
“A patient’s perception of care is shaped by three things—compassion, communication and coordination—and support staff have a lot to do with shaping those perceptions,” says George Mikitarian, President and CEO of Parrish Medical Center in Titusville, Florida. “When you have support people who believe in our culture and go through Sodexo CARES Training, you really have people who truly put patients first.”
In the most recent release of HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores for Parrish, 70 percent of patients gave the hospital a ranking of nine or ten for the overall hospital, up 2 points from the previous release and seven points higher than the national average and 14 percent higher than the average for other hospitals in Florida. Three quarters (74 percent) say that they would recommend the hospital to relatives and friends, 12 percent higher than hospitals in the state.
Parrish Medical Center is one of the pilot accounts for Sodexo’s “Patient Experience” initiative and has been a test site for Sodexo’s patient-centered model for delivering support services. In the fall of 2006 Parrish introduced a bedside interactive television system from Skylight. In addition to providing patients with education and entertainment Sodexo and Parrish leveraged the technology as a real-time patient satisfaction feedback system.
“We put the HCAHPS questions on the system so that every time a patient scored us less than ‘always’ on a question, a beeper would go off in the unit,” says Chris McAlpine, SVP Professional Services at Parrish. “It didn’t take that long for people to get the message.”
Today the system has been reprogrammed to inform the unit when a patient gives something or someone an excellent score - transforming it to an instant recognition and reward program.
The results have been powerful: For the past two reporting periods, seventy seven percent of patients at Parrish reported that the nurses always communicated well (11 percent higher than the average for Florida and four percent higher than the national results) and 65 percent said that they always received help quickly from hospital staff (12 percent higher than the average for Florida, and five percent higher than the national average). The percentage reporting that their rooms and bathroom were always clean increased 2 percent, to 72 percent, compared with 61 percent for Florida and 68 percent across the country.
Sodexo, Inc. (www.sodexoUSA.com) is a leading integrated food and facilities management services company in the U.S., Canada and Mexico, with $7.3 billion (USD) in annual revenue and 120,000 employees. Sodexo, Inc. serves more than ten million customers daily in corporations, health care, long term care and retirement centers, schools, college campuses, government and remote sites. Sodexo, Inc., headquartered in Gaithersburg, Md., is a member of Sodexo Group, and funds the Sodexo Foundation (www.helpstophunger.org), an independent charitable organization that, since its founding in 1999, has made more than $9.2 million in grants to fight hunger in America.
Skylight® Healthcare Systems (www.skylight.com) is the industry pioneer in interactive patient system technology. With patient communication as the cornerstone of a safe, comfortable and clinically optimal hospital experience, the Skylight ACCESS® Interactive Patient System encourages patient and family to actively participate in their health care, improves communication between staff and patient/family members, and can provide a smoother and faster recovery and discharge plan.Skylight Healthcare Systems is headquartered in San Diego, California.