Issue link: http://digital.copcomm.com/i/857677
torrancememorial.org PULSE | 17 H E A LT H L I N KS BY THE NUMBERS As a comparison, 3,499 hospitals in the coun- try are eligible for HCAHPS ratings, 82 in Los Angeles County. Hospitals that participate must have at least 100 completed surveys in a 12-month reporting period. During the 12-month period reflected in these ratings, Torrance Memorial col- lected more than 3,000 surveys. A large sampling of patients is randomly mailed confidential surveys aer their release from the hospital, and patients are asked to rate everything from communication with staff, to pain management and cleanliness of the environment. "ey also are asked to rate their overall experience," Matson explains, "and Torrance Memorial scores very, very high in that category." Matson says the scores, as well as the written comments on the surveys, are used to constantly improve the patient's—and family's—experience. "By their survey responses our patients are telling us we are doing a better job of communicating, and we have been working on that collectively from every touchpoint in the hospital. Valet, security officer, admitting, clinical and non- clinical services—we are all working together to provide a better experience to our patients and their families. Even the volunteers," Matson continues, "are oen the first touch, at the information desk and the last touch at discharge. We recognize the patient experience starts even before they arrive, with appointments and referrals, and continues aer discharge with rehab and follow-up." President and CEO Craig Leach embraces this concept: "It is all thanks to employees, physicians and volunteers at Torrance Memorial and the effort they put into making each encounter with patients caring and thoughtful." Torrance's four-star campaign even has a motto: "4-stars for a reason. . . and the reason is you." Matson explains, "e YOU applies to anyone—patients, staff, physicians, community members, donors, even the South Bay itself. My hope is the patient is always at the center and feels that." Matson clarifies how tough it is for a hospital the size of Torrance Memorial with its 470 beds and extensive staff of employees and volunteers (there are nearly 1,000 registered nurses!), to earn four and five stars. "Only seven hospitals in California received a five-star rating, most of which are smaller or specialty hospitals." RESULTS YOU CAN TRUST "It is important to get this kind of feedback from patients," says Matson. "We welcome their scores, comments, and even complaints, because they represent the voice of our patients telling us about their experiences. It provides a great sense of accomplishment for the Torrance Memorial team to know that when you work together you can get tangible results like a four-star rating." "A star rating is a concept with which people are familiar," Matson continues. "Healthcare consumers can trust the HCAHPS star ratings because they represent patient feedback about things that are important to them in their hospital experience. ese ratings can help people make important decisions about their health care." To see how Torrance Memorial and other hospitals rank, go to medicare.gov/hospitalcompare. "MY HOPE IS THE PATIENT IS ALWAYS AT THE CENTER AND FEELS THAT." 3,499 HCAHPS ELIGIBLE HOSPITALS in the U.S. 82 HCAHPS ELIGIBLE HOSPITALS in Los Angeles County 4 HOSPITALS WITH 4 STARS in Los Angeles County