November 2009 FOCUS

In the November edition of FOCUS, NRC Picker highlights efforts to improve some of the essential aspects of the patient experience. Specifically, we offer strategies for effective pain management and the key to accountability. Also, check out our spotlight on UCLA Health System – it may inspire you to reach an even higher level of creativity in your efforts to provide patient-centered care.

At NRC Picker, it’s our guiding philosophy to add value to your daily operations. If you have suggestions for content, please contact FOCUS editor, Jessica Kennedy.

We brought you a sneak preview last month of UCLA Health System’s efforts to improve the patient experience and provide outstanding patient-centered care. This month, we explore the patient experience initiative through the stories of UCLA leadership. Read more.

UCLA's C-I-CARE Initiative – a standard script for staff-to-patient communication – was designed to improve the patient experience. Learn more about it.

Wendy Leebov, author of “The Keys to Accountability: Overcoming Mixed Feelings,” provides commentary about overcoming service obstacles in a patient-centered care environment. Click here to learn how to raise the bar with clear, high expectations.

HealthEast Care System hosted NRC Picker’s first Twin Cities Networking Event on Oct. 15. Eighteen participants gathered at HealthEast’s Midway Campus in St. Paul, Minn. representing six NRC Picker clients from the area. Read about the event.

Home Health Care CAHPS is upon us! This survey measures and assesses patient perceptions of care provided by Medicare-certified home health care agencies and addresses care of patients, communication between providers and patients and specific care issues related to home healthcare. Learn more about the newest CAHPS survey.

National Research Corporation annually recognizes the nation’s top hospitals healthcare consumers have chosen as having the highest quality and image. See the list of 2009/2010 Consumer Choice Award winners.

Unable to make it to Symposium this year? Attended, but would like to share Dr. Brian Wong’s presentation or a presentation by another speaker with your colleagues? NRC Picker is making all Symposium PowerPoint presentations and audio files available to clients this year. Check them out!

NRC Picker is pleased to congratulate winners of the first and only study comparing the value of care provided at more than 4,500 U.S. hospitals. Learn more about the award and its recipients.

Despite significant advances in pain research, NRC Picker’s analysis of the patient experience and findings of the HCAHPS survey show that, for many patients, reliable relief of pain remains elusive. NRC Picker’s white paper, Patients in Pain, offers discoveries to effectively evaluate and manage patient pain. Click here to download the white paper.

NRC Picker brings you a webinar explaining what Home Health Care CAHPS means to you, as well as the December HCAHPS Community Call and other upcoming activities. View the upcoming NRC Picker calendar of events.

"We have partnered with NRC Picker for more than 10 years for a reason. NRC Picker uses proven methodologies that are calculated solely on patient experience. It's not a 'happy index,' it is an experience survey that has real meaning. I can't say enough about their willingness to listen and respond to our needs."

Debbie Fisher
Director of Total Quality Management
BryanLGH Medical Center