Hospitals in pursuit of excellence

Rehabilitation Patient Journey to Discharge

Customer satisfaction performance is a hospital strategic goal. Marianjoy's inpatient satisfaction scores were consistently ranked at the 47th percentile when compared to the Press Ganey national database of inpatient rehabilitation facilities. A multidisciplinary team of leaders and associates collaborated on a service excellence strategy to change the trend in patient satisfaction outcomes. By listening to customer feedback and applying principals of quality, performance improvement and supportive data evidence, the best opportunities for improvement were identified. The "Journey to Discharge" was developed to improve future patient experiences. Marianjoy has sustained patient satisfaction outcomes and was ranked at the 86th percentile for all inpatient rehabilitation facilities in Press Ganey and the 95th percentile rank for free-standing rehabilitation facilities.

This case study is part of the Illinois Hospital Association's annual quality awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals in continually improving and transforming health care in the state. These hospitals are improving health by striving to achieve the Triple Aim--improving the patient experience of care (including quality and satisfaction); improving the health of populations; and reducing the per capita cost of health care.

Award recipients achieve measurable and meaningful progress in providing care that is:

• Safe
• Timely
• Effective
• Efficient
• Equitable
• Patient-centered

(The Institute of Medicine's six aims for improvement.)