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Gundersen Lutheran ranked in top 10 percent nationally for patient experience

Mon, Aug 8th, 2011
Posted in Business Announcements

Today, HealthGrades named Gundersen Lutheran a recipient of the 2011 Outstanding Patient Experience Award. The distinction ranks Gundersen Lutheran among the top 10 percent of hospitals in the nation.

The ranking is based on the analysis of patient feedback data for 3,797 U.S. hospitals. To find the top 10 percent of hospitals in the nation for patient experience, HealthGrades analyzed HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) hospital survey data collected from the federal government, from April 2009 to March 2010. HealthGrades named the 339 hospitals in the top 10% as 2011 Outstanding Patient Experience Award recipients.

"At Gundersen Lutheran, we are continually working on improving the experience our patients have when they are in our care. We take the feedback from our patients seriously, and HCAHPS is one of the tools we use to find out, from the patients' perspective, what we're doing well and the areas we need to improve," says Gale Kreibich, director, Service Excellence.

Additionally, Gundersen Lutheran receives insight from a Patient and Family Advisory Council that meets every other month, and has proven to be invaluable. "They give us great advice on areas we may be struggling with when it comes to the patient and family experience. We use their feedback and what we learn from HCAHPS to educate our staff and make improvements. The Outstanding Patient Experience award is a testament to the hard work of all of our staff to keep the patients' experience at the forefront of their minds," Gale says.

"It's clear that patients are driving higher quality in our nation's hospitals," says Dr. Rick May, HealthGrades vice president of clinical quality programs. "Hospitals like Gundersen Lutheran take HCAHPS survey results very seriously and invest time and resources to ensure each patient's experience is the best possible. This is yet another example of how transparency in health care drives quality."

According to HealthGrades, 80 percent of patients treated at the nation's best-performing hospitals would definitely recommend the hospital compared to only 55 percent of patients who received care from the poorest-performing hospitals. At Gundersen Lutheran, HCAHPS data shows:

• Almost 80 percent of patients gave the hospital the highest endorsement (either a nine or 10 on a 10 point scale).

• 88 percent of patients said they always received information about how to take care of themselves at home.

• 81 percent of patients report that their physician always communicated with them well; 80 percent report that their nurse always communicated with them well.

Even in the highest performing hospitals, there is always room for improvement. "Our greatest need at Gundersen Lutheran is in the area of quietness at night, where only 53 percent of patients said the area around their room is always quiet. This is an area that we are looking at closely and are working with staff to make improvements," Gale shares.

Information on the HealthGrades 2011 Outstanding Patient Experience Award recipients and ratings methodology is available to the public at healthgrades.com.

About HealthGrades

HealthGrades is America's most trusted, independent source of physician information and hospital quality outcomes. HealthGrades online properties are the nation's leading destination for physician search and empower more than 200 million consumers annually to make informed healthcare decisions.

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