Patient satisfaction

Post-discharge phone calls bear results
Providence St. Vincent Medical Center saw patient-satisfaction scores climb after instituting follow-up phone calls.

PPMC patient dining goes from room service to scheduled meals
The change streamlines the meal-ordering process and improves communications with patients.

Patient experience: "Time passed with no relief"
When a patient’s pain is poorly managed, the patient isn’t the only one to suffer. This month's accreditation update includes a personal story of a wrenching hospital experience. – Karyn Temte Lloyd RN, BSN, quality management coordinator 

Acute care transformation: Redesigning 7W
Providence St. Vincent Medical Center's general medicine floor has become an Accountable Care Unit with patient-centered teams, daily structured rounds, shared decision-making and shared ownership for outcomes. How's it working so far? – Shelley Sanders. M.D., Laura Loertscher, M.D., 7W ACU co-medical directors; Collette Sajko, RN, nurse manager

Purposeful hourly rounding: How Providence CARES
As 7W develops its Accountable Care Unit, the rest of Providence St. Vincent Medical Center also is undergoing changes in care practices. It's the first hospital in the Oregon Region to launch a new nursing program that enhances how we check on our patients. – Bonnie Thompson, RN, project lead and chief operating/nursing officer, Providence Seaside Hospital

Hospital at home (or the next best thing)
For patients who need care, but not necessarily hospitalization, Providence Portland Medical Center is testing an alternative. The "hospital at home" pilot redirects eligible patients to a skilled nursing facility or to home care. – Carolyn Sites, D.O., senior medical director, Providence Hospitalist Programs

Compassionate care goes viral
It’s easy to become distracted and overburdened by our daily responsibilities, but sometimes it takes a vulnerable patient or a distraught family member to remind us of the power of compassion. – Doug Koekkoek, M.D., chief medical officer, Oregon Region

Region misses HCAHPS target, but gains momentum
Last year's HCAHPS inpatient scores have been tallied. Although only three hospitals surpassed the year's target score of 72.6 percent, almost every Oregon hospital showed great improvement.

Patient raves, March 2013
"I love Dr. Sharrel Carlton. She's a great doctor!" – Providence Willamette Falls Medical Center inpatient