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June 24, 2011

Sep 28, 2011 by Francine Pina

Folks,

For those of you that turned out for the Town Hall Meetings last week, you were part of a record crowd for such an event!  265 of your colleagues attended and not only heard about our progress and initiatives around patient satisfaction but also picked up the newest in the line of “chic” VVRMC gear!  I loved the energy in the room and couldn’t help but repeating BAM!!! several times over the weekend.  We are moving these events to every three months and hope the next time we put one on we are able to match not only the attendance but the enthusiasm as well.

We are about to start work on an Intranet site which will become our main repository of information to share among the team.  I’m excited about that as everyone will have web access to the site.  This is where I will blog weekly in an effort to keep you informed of what is going on at your hospital.  In addition to that, it’s where you will find detail on educational events, policies, what we are up to in the community, who is on-call for the ED, commonly used forms, HR and benefits info not to mention many other tidbits that just make sense to put out electronically.  No date yet on when we will “flip the switch” but it is a priority. 

In the spirit of outstanding patient satisfaction and overall experience while at VVRMC, we will also be implementing a Secret Shopper program later this summer.  It’s just like what it sounds like!  We will engage several of our patients ahead of their visit to the hospital for elective procedures and have them help us provide valuable feedback on their patient experience.  We will debrief with them after their visit to find out which departments and individuals stood out in their minds—either for good or not so good reasons—and be in a position to provide that feedback to those involved in the delivery of those services.  I’m excited about this as I think it will be an effective measure of accountability and at the same time really demonstrate to the community that we are serious about firing on all cylinders in regards to customer satisfaction. 

Another way we are going after patient feedback on how their care is delivered is through patient rounding.  In the first two weeks of our senior management rounding program, your leaders rounded on 121 patients across all patient care areas.  The feedback so far has really been outstanding.  Where we see opportunities we are working to address them real-time.  We know this is time well-spent and hope it is reflected in our HCAHPS satisfaction scores.

I want to thank our housekeeping department for really stepping up their game the past few weeks in doing their part to make sure our hospital always looks sharp.  The floors are shining; there is less trash around; patient rooms looks good; and I’m seeing less “wet floor” signs left around and other clutter in our common areas has been moved out.  Great job Brett and congrats to your team!  Keep up the mojo and don’t take your foot off the pedal!!!!!!

Lastly, hope to see everyone at our summer employee family picnic to take place this weekend from 4pm to 8pm in South Del Rio.  I look forward to hanging out with you and having a bunch of fun together playing games, singing some karaoke, eating some BBQ and sharing a cold drink on a hot summer day!  For all the details, check with your Director or get a hold of Francine Pina in our Marketing Department.

Until next time, Keep the Spirit,

Marc 

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