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| Comparing Hospital Performance
Starting this year, people all across the country will be able to get a snapshot of what overall service is like at area hospitals. The Hospital Quality Alliance website called Hospital Compare (www.hospitalcompare.hhs.gov) will allow people to view a wide variety of survey categories.
Some of the areas of interest being addressed are very specific, such as whether a patient received an antibiotic an hour before surgery. Other survey questions are broader, such as, “Would you recommend this hospital to a loved one or friend”. The numbers on the site are a result of patient surveys filled out after hospital visits and procedures.
In some cases, such as in large hospitals in more urban areas, the survey results are more statistically valid, however, in smaller, rural hospitals, the percentages are often the result of just a few respondents each month. “That’s why it’s so important that patients take the time to fill out these surveys after their time at Penobscot Valley Hospital,” says PVH spokesperson Allison Bankston. “We want the most accurate numbers representing our hospital, but for that to happen, we need more than a few people to speak up and share information about their experiences at PVH.”
For the results to be listed on the Hospital Compare site, the question has to have been asked for four quarters in a row, and there must be at least 25 cases. The site makes note of the fact that just by sharing this information with the public the hospitals listed have demonstrated their commitment to quality and continual improvement.
 Long before the Hospital Compare site became available, PVH was focusing on raising patient satisfaction scores and attempting to be forthcoming about the quality of care provided. In fact, most Maine hospitals have been voluntarily sharing this information since 2005. “Our hospital participates by providing the information seen on the Hospital Compare Web site,” says Senior Director of Quality Improvement Lisa French, “Because we believe it is important to be open with the public and to help consumers to be active partners in their care. We are also evaluating our systems to improve every patient’s experience in our hospital.”
Hospital Compare is an excellent source of information, but it is not the only source. “We encourage people to speak with their doctors and other care givers about the Hospital Compare results, so they can get accurate, up-to-date information on how the hospital is addressing each issue,” says French.
In early 2007, PVH realized the hospital’s patient satisfaction scores for pain management were on the low side. “We immediately took steps to improve in this area,” says French. The hospital started a pain management team, which continues to meet regularly. The group developed a new brochure to explain the process better to patients and encouraged additional education throughout a patient’s visit or stay. “The scores have dramatically improved in a year’s time,” says French. “We’ve gone up 25 points, and the numbers keep improving.” Some of the other areas being addressed through teams and initiatives at the hospital are better communication about medications and the rate of patient falls.
“These scores are an amazing tool for the future,” says Bankston, “These survey results are allowing us to fix what might be broken, to enhance what needs to be beefed up, and to improve service wherever it’s lacking. In the end, these scores will help us be a much better provider of care for our community.”
For information on news from PVH, contact Allison Bankston at abankston@pvhme.org.
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