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EMPLOYEE EXPERIENCE

March 2010 FOCUS

Welcome!

NRC Picker recognizes this is an unprecedented time of change for the healthcare industry. Now, more than ever, we remain focused on the most important aspects of the patient experience.

This month, learn ways to enhance provider-to-patient communication with our white paper Health Literacy; improve the patient experience with our upcoming Path to Patient-Centered Care webinar series; and, preview NRC Picker client University Health System and its journey to Magnet status.

You've told us that the reasons you turn to FOCUS is for its timely, relevant and actionable insight. Rest assured, we'll continue to deliver. If you have any suggestions for content, let us know! E-mail FOCUS editor Tana Tipton at TTipton@NRCPicker.com. Thank you for your continued support.

University Health System Achieves Magnet Status

NRC Picker client University Health System (UHS) in San Antonio recently became the first and only health system in all of South Texas to earn Magnet status from the American Nurses Credentialing Center (ANCC). This month, we offer a sneak peak of the system and its commitment to quality, compassion and innovation. Next month, we detail University Health System’s journey to Magnet status and its place among a very elite group of healthcare institutions. Read more.

Workplace Hostility Part I

Wendy Leebov, a patient-centered care expert and NRC Picker consultant, details strategies to eliminate hostility in the workplace. In the first part of her series, Name it… But Don’t Stop There, Leebov cites the importance of openly confronting issues and eliciting feedback among co-workers. She reiterates, however, that proactive team-building is the best way to prevent workplace hostility. See what Leebov has to say.

NRC Picker Clients Named as Top IHNs

A number of NRC Picker clients received placement on SDI’s 2010 Top 100 Integrated Healthcare Networks list, including Sentara Healthcare – whose commitment to patient-centered care earned the healthcare network the No. 1 spot. Check out which NRC Picker clients made the prestigious list!

Response Rates Unaffected by Survey Length

Response rates are a hot topic when it comes to surveying patient satisfaction. Without research-based data, it’s easy to conclude that longer surveys are associated with lower response rates. However, according to NRC Picker Director of Research, David Van Winkle, PhD, there is no consistent evidence that survey length adversely affects response rates. Get the facts.

Path to Patient-Centered Care Webinar Series

Join NRC Picker on Thursday, March 25 for the first part of our free high-impact webinar series to improve the patient experience. We'll guide you through our framework to provide the best in patient-centered care and discuss the patient experience with leadership champions from Meriter Health Services. Reserve your spot today.

HHCAHPS Announcement to Change Guidelines

The national Home Health Care CAHPS Coordination Team recently announced a change to three protocol items related to reporting the total count of deficits in the activities of daily living (ADLs) or OASIS values. Find out more.

Upcoming Events Calendar

NRC Picker offers multiple ways to get involved this month and discuss the issues that matter most to the patient. Join NRC Picker associates at the American Medical Group Association conference; discuss updates to HCAHPS during the March Community Call; and connect with NRC Picker clients and associates at two regional networking events. View the calendar.

Health Literacy White Paper

A key problem related to the delivery of patient-centered care is that patients often do not understand what healthcare providers are trying to explain to them. NRC Picker’s white paper Health Literacy outlines strategies for healthcare providers to educate patients and use clear communication skills. Get the details.

In Their Own Words

"NRC Picker is strategically aligned with Providence Care's philosophy and our drive to provide patient-centered care. Providence Care is striving for a patient-centered culture on a day-to-day basis. NRC Picker is the guiding force as we undergo a culture shift based on the work of patient-centered care tools. I can't say enough about the extraordinary relationship we have fostered with NRC Picker."

Cathy Perrin
Patient Satisfaction Coordinator
Providence Care