Innovations that Matter to Patients

Mercy Hospital Anderson’s Patient Family Council facilitates the TCAB team’s understanding of the patient experience, improved care, and increased patient satisfaction. The council meets once a month for a roundtable discussion covering areas for improvement, successes, and patient satisfaction scores, among other topics. With approximately 20 members, the council continues to grow. Current members are past patients, family members of current patients, volunteers, hospital leadership, and staff from various hospital departments. Through the awareness and feedback received during council meetings, the TCAB unit has been able to trial innovations that matter to patients. As of February 2012, patient satisfaction scores as measured by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey were at an all-time high, with the most improvement in the following domains: communication with nurses, help from hospital staff, explanation about medications, and discharge instructions. Their Press Ganey scores remain in the top box as well. Domains with the most progress—above 20 percent within a year—include communication with nurses, help from hospital staff, pain control, and “would definitely recommend.” One council member values the opportunity to participate because she can “relate [her] experiences—both positive and the less-than-completely-satisfied—to hospital personnel and know that input will help improve the care and service the hospital is providing.” The team has presented their Patient Family Council successes to the leadership team at the hospital, the Greater Cincinnati Health Council, the Catholic Health Partners 7th Annual Patient Experience Forum, and on conference calls for regional TCAB for Minnesota and Wisconsin.