Ridgeview Receives Outstanding Patient Experience Award

6/17/10—An analysis of patient surveys at 3,775 U.S. hospitals by HealthGrades found that Ridgeview Medical Center was ranked in the top five percent, and as a result, received the 2010/2011 HealthGrades Outstanding Patient Experience Award™. The surveys were given to patients shortly after their discharge to ascertain their experience on a range of issues, from communication with doctors and nurses to cleanliness and pain management.

Ridgeview Medical Center is one of only 10 hospitals in Minnesota to receive the HealthGrades Outstanding Patient Experience Award two years in a row.

“Ridgeview is proud to be recognized for what our medical staff, nurses and employees do every day — provide the highest quality of personalized care to every patient,” said Robert Stevens, president and CEO of Ridgeview. “Patient-centered care is at the core of the ‘Ridgeview experience’ and this award is a testament to our unwavering commitment to excellence.”

Achieving Excellence

The surveys are standardized and issued to patients within 48 hours of leaving the hospital as part of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) initiative from the Centers for Medicare and Medicaid Services, which is part of the U.S. Department of Health and Human Services.

This analysis by HealthGrades utilized HCAHPS surveys collected between July 2008 and June 2009 and found that patients at hospitals ranked in the top 15 percent were 50 percent more likely to recommend the hospital to family and friends, compared with hospitals ranked in the bottom 15 percent. That same percentage – 50 percent – were more likely to rate the overall experience as a 9 or 10, on a scale of 1 to 10, than patients at the hospitals ranked in the bottom 15 percent.

Additionally, a higher percentage of patients of hospitals ranked in the top 15 percent said that their room was always kept quiet, that they always received help from staff quickly, and that staff always explained their medications to them prior to administering them.

The HCAHPS survey questions assessed patients experience in the following ten categories:

  1. Overall rating: How do patients rate the hospital overall?
  2. Recommendation to family/friends: Would patients recommend the hospital to friends and family?
  3. Communication with doctors: How often did doctors communicate well with patients?
  4. Communication with nurses: How often did nurses communicate well with patients?
  5. Responsiveness of hospital staff: How often did patients receive help quickly from hospital staff?
  6. Pain management: How often was patients' pain well controlled?
  7. Communication about medicines: How often did staff explain medicines before giving them to patients?
  8. Discharge information: Were patients given information about what to do during their recovery at home? (This question was the only yes/no measure.)
  9. Cleanliness: How often were the patients' rooms and bathrooms kept clean?
  10. Quietness: How often was the area around patients' rooms kept quiet at night?

“There are a select group of hospitals that have made a top-to-bottom commitment to providing their patients with an outstanding patient experience as part of their overall commitment to quality,” said Rick May, MD, a HealthGrades vice president. “Members of their community should take pride in knowing that, should they need it, there’s a hospital in their area that puts patients first.”