St. Luke’s shines with high scores for patient satisfaction

Published 6:06 pm Thursday, September 28, 2017

Thanks to the dedication and enthusiasm of St. Luke’s teammates, the hospital earned top scores for patient satisfaction and quality care in the HCAHPS survey covering the three-month period ending June 30, 2017, outperforming 20 other regional facilities affiliated with Carolinas HealthCare System (CHS).

“This is exciting news for every teammate associated with St. Luke’s,” said Jim Bross, SLH’s chief executive officer. “These results validate that we’re on a path forward, thanks to the extraordinary commitment of each and every employee. We have set our organization-wide goal for every area to reach the 90th percentile and these areas are being recognized as setting that pace for all of us.”

Covering an extensive range of questions directed at both inpatient and discharged patients, the survey ranked St. Luke’s in the 90th percentile in 75 individual questions ranging from speed and courtesy during the admission process, to wait times for treatment, to the respectfulness and responsiveness of nurses and physicians, to the overall rating of emergency care, among others.

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Called the Hospital Assessment of Healthcare Providers and Systems (HCAHPS), the survey is routinely conducted for St. Luke’s and thousands of other hospitals by Press Ganey, a provider of hospital patient satisfaction assessments.

“These results are a leading indicator that St. Luke’s performance for the most recent quarter is trending toward our desired consistent top decile ranking. This will be accomplished through the individual efforts of every employee. I’m honored to be part of a team that is always striving to improve and to be the best in the business,” Bross said. 

In addition, St. Luke’s inpatient units and outpatient radiology were recognized by CHS as a top performer for high patient satisfaction during the second quarter, 2017. The Patient Choice Award Winners for second quarter 2017 include: St. Luke’s Hospital-Regional Facilities; St. Luke’s Hospital-Inpatient; and St. Luke’s Hospital-Outpatient Radiology.

– submitted by Kathy Woodham