Transforming Service Excellence through Innovation

Excellent patient-centered care is the goal of a program implemented by the team at McDonough District Hospital, Macomb, Ill. Data from Hospital Consumer Assessment of Healthcare Providers and Systems indicated some room for improvement in order to become the provider of choice for the primary, secondary and outlying markets. A program launched in January 2012 focuses on project improvements by cross-departmental teams utilizing Lean Six Sigma.

Weekly service huddles are required in each department that include a review of HCAHPS and patient satisfaction scores and a predetermined improvement topic. The initiative encompasses every department across the patient's continuum of care, creating a uniform approach to patient-centered care resulting in improved patient satisfaction outcomes. Read the whole case study below (click 'view item').

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.)