Improving the patient experience has been a long-standing priority for administrators at OSF HealthCare. Some of its 11 acute-care facilities had even won awards for this important marker of high-quality care.
In its efforts to continue boosting its patient satisfaction scores, the Peoria, Ill.-based health system in 2014 kicked off a bold new strategy. Its leadership began making daily rounds to gauge their patients' experiences.
Leadership rounding “is a way for our leaders to make connections with our patients and identify their problems while they're here, instead of hearing about bad food or room cleanliness through a mail survey six weeks later,” said Brandy Fisher, Vice President of Clinical Support Services at OSF HealthCare.
The idea behind leadership rounding was to have hospital administrators attempt a visit with every patient in the building during a set time on weekday mornings. The patient could use this opportunity to voice concerns about staff responsiveness, room cleanliness, their care plan or whatever else might be on their minds.
Previously, OSF HealthCare had been gathering patient satisfaction data using the traditional Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey sent to discharged patients through the mail. The system wanted to go a step further and address patients' issues in real-time, before they got a chance to grow into loud, booming complaints.