The board agreed to partner with Studer Group to implement its leadership model with a focus on patient satisfaction.
“It is a culture changing program that recognizes service excellence,” said hospital Chief Executive Officer Parker Templeton.
Templeton said Quint Studer was a hospital administrator in Pensacola, Florida who was successful in turning that facility’s “horrendous” patient satisfaction scores into top performance.
Today, 800 hospitals across the country utilize his method, Templeton said.
He added that components of the Studer plan that have already been implemented at the hospital include employee service standards; the five pillars of people, service, quality, finance and growth; and follow-up phone calls to discharged patients.
“And we’ve seen some great results from this,” Templeton said, noting that overall patient satisfaction scores improved from 87.24 in 2009 to 90.23 in 2010. During the same time frame, inpatient scores improved 5 points to 94,79 putting the FFH in the 97th percentile. Emergency room scores were in the 83rd percentile at 88.47 in 2010.
He said the improvements lead to the receipt of a national patient satisfaction award but added, “there’s still a lot of work left.”
The Studer program is aimed at improving patient satisfaction scores; accelerate the rate of improvement and efficiency in clinical quality; improve physician loyalty; and improve the emergency department flow and patient experience.
Cost of the program is $134,500 over three years.
“I think it’s a good program and it’s money well invested,” said board chairman Allan Von Werder. The board unanimously approved the Studer contract.
In other business Thursday:
—Chief Financial Officer Ron Bailey said the hospital realized a $406,506 profit in July, the 10th month of the fiscal year. The bottom line included a net $567,798 Medicaid physician upper payment limit check received during the month.
—Chief Nursing Officer Jennifer Wise noted that the hospital’s annual health fair will be held Thursday from 10 a.m. to 1 p.m. and will include free prostate, cholesterol, thyroid and stroke risk screenings as well as the distribution of service information.