Patient Experience

HCAHPS Success in South Texas

Improved Communication Percentile Rank from 3% to 88%.

Below are the processes the team followed in order to 

dramatically improve communication within the hospital:

  • During the first encounter with the patient, the hospitalist would give them their business card.

  • Every day, the hospitalist was to introduce themselves as the primary attending. And at the end of the daily encounter, they would always ask the patient if they had any questions.

  • A doctor label was placed under the hospitalist badge. This made it very clear to the patient that their doctor was entering the room versus a MLP or nurse.
  • The nursing team would write the name of the primary attending on the white board to bring additional transparency.

The process changes improved the Hospitalist team's communication percentile rank from 3% to 88%.

3% (2)


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