Healthcare benchmarks
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Tennessee hospital emergency staff vie for appointments to the "PIT Crew," a performance improvement team that is racing to cut waiting times. Arkansas emergency department director uses military humor to impress upon staff the importance of improving patient satisfaction. Improvements include protocols for common complaints, portable two-way radios, and a glassed-in area for patients waiting for test results.
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The Joint Commission's ORYX-PLUS option offers standardized measurement, risk adjustment, and reporting of outcomes not available in the less comprehensive ORYX program. This should create a wealth of truly comparable data against which to benchmark. ⋯ As ORYX-PLUS eventually will issue performance report cards to the public on participants, there are the risks associated with disclosure. On the other hand, participating hospitals will be able to boast participation in a voluntary disclosure program aimed at excellence.
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Some satisfaction issues are universal. Almost every industry surveys its customers on issues similar to those examined by health care. ⋯ There are viable partners in other industries to benchmark against. If your facility's surveys are always 100%, have a low response rate, or show problem areas, it's probably time to benchmark patient satisfaction.