Patewood Memorial Hospital, located in Greenville, South Carolina, opened in 2007 with the goal of clinically re-designing care delivery around the "patient experience," a deliberate paradigm shift from the traditional care model. Patewood Memorial, a 72 bed surgical short stay hospital, is part of Greenville Health System (GHS), the largest healthcare system in S.C.
The opening of Patewood provided a unique opportunity to select those employees who demonstrated an attitude of caring, commitment and a willingness to go the extra mile for our patients, families, physicians and each other.
Staff expectations were centered around the theme that "the patient and families always come first" as partners in care, which is a reflection of the mission, vision, and values of GHS.
Today, we have a highly engaged multidisciplinary work force, including our physicians, nurses, and all staff. Although not perfect, there is a culture of teamwork and partnership across all departments and at every employee level.
AIDET® and compassion standards are now hardwired by our employees, evidenced by our extraordinary positive patient feedback.
Our leaders have overcome their initial concerns about coaching employees based on the high, medium and low performer model, with the new model having had a positive impact on achieving our goals.
Rounding on patients and employees is ongoing and has become mutually beneficial to staff and their leaders by fostering transparency and trust.
The frequency of managing up staff was initially a challenge because staff had difficulty accepting recognition when their own performance expectations were so high. However, thank you notes, were, and continue to be, very well received.
Patewood Campus Employee Forums have successfully enhanced staff engagement and open communication while keeping staff informed of healthcare issues that impact their work.
Most important to the staff is the feedback we receive from our patients.
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"The staff at Patewood were exceptional."
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"My experience at Patewood exceeded my expectations."
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"Best surgery, staff, surgeon, and hospital I’ve ever had, and I’ve had 7 surgeries in the past. If needed in the future, I will request Patewood Hospital."
Our recent successes are evident in the community and nationally. Patewood Memorial Hospital consistently demonstrates the highest overall patient satisfaction scores in the state of South Carolina, according to the HCAHPS survey tool. Patewood’s HCAHPS scores also place them in the 99th percentile nationwide.
The hospital has earned a bonus under the Center for Medicare and Medicaid Services Value Based Purchasing Program.
In 2012, Patewood was one of only four hospitals nationwide to participate in an AHRQ research study to develop a "Guide to Patient and Family Engagement." The guide is designed to provide evidence- based strategies for patients, families, and staff to work together as essential partners in improving the quality and safety of hospital care. The study is now complete, and the results will be published on the AHRQ website. Staff are very proud to have participated in the study. The recognition of their commitment to excellence in patient care has been most gratifying.
On behalf of our staff and physicians at Patewood Hospital and GHS, I want to thank you for this prestigious honor. We are all very excited!
Beverly Haines
President
Patewood Medical Campus