HOW LA PAZ REGIONAL MEASURES PATIENT SATISFACTION AND QUALITY OF CARE
Patients are contacted by mail shortly after a visit and are asked to rate their experience and provide suggestions for improvements. On average, the survey takes less than 10 minutes to complete. The surveys are conducted continuously through the year by Press Ganey, an independent agency. Results are immediately available to staff in our online system. Standard reports are available to staff on a quarterly basis.
The hospital measures quality through local efforts and participation in national efforts. We are a part of the Hospital Engagement Network, committed to reducing readmissions in the United States by 20%. We joined a cath lab registry program and a pacemaker registry program. The hospital offers TeleStroke services in conjunction with Mayo Clinic.
EFFORTS TO IMPROVE SATISFACTION AND QUALITY
Individual departments and divisions explore and implement opportunities to improve their patients' service experience by focusing on factors identified as most important by patients who are surveyed (key drivers). Improvement teams review data and develop action plans for improvement. These plans are monitored by the Board of Directors to ensure that goals are met.
Every year, all departments review their quality data results and develop plans for improvement for the next year. Every month, all departments review their patient satisfaction data to determine areas for improvement and follow up. At La Paz Regional, quality improvement is an ongoing and committed process.