Watch How Reid Hospital
Increased Patient Satisfaction by 40% and Gained $500,000 More in Reimbursements
Reid Hospital & Health Care Services, a community healthcare provider in Richmond, IN built a state-of-the-art replacement hospital in 2008.
The new $300+ million facility includes all-private patient rooms, healing gardens, wireless networks, on-demand dining options, soaring glass walls, noise-reducing design and 21st century surgery centers and recovery rooms. One of the most advanced hospital environments that patients might require.
Yet, patient satisfaction and quality scores — compared with peer hospitals — remained below par.
In 2010, Reid launched Customer Focus, Inc.’s hospital-specific training program, Patient’s Voice. After they were trained to facilitate VOICE Clinics by Beyond Quota, Reid’s own unit directors and managers implemented VOICE hospital-wide.
Within six months, the hospital’s HCAHPS began to rise and are now in the 91st percentile. In 2013, Medicare rewarded Reid $500,000 (130%) for meeting goals in improving quality and patient satisfaction.
As Reid’s Chief Nursing Officer, Kay Cartwright, says, “Patient’s VOICE is the foundation for a culture shift that helps staff to take personal ownership for patient experiences.”