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Awards honor employees’ patient experience efforts

Oct. 23, 2019, 3:40 PM

The Clinical Research Center (CRC) was one of 27 clinical areas at Vanderbilt University Medical Center that received a 2019 Excellence in Patient Experience award in recognition of exceptional performance and commitment to service excellence. Shown here, Scott McCarver, MHA, left, and Robin Steaban, MSN, RN, right, present the Clinical Research Center’s award to, from left, Crystal Rice, RN, BSN, Lana Howard, RN, CCRP, and Lamar Bowman, RN, BSN. Not pictured: Deloris Lee, RN, BSN.
The Clinical Research Center (CRC) was one of 27 clinical areas at Vanderbilt University Medical Center that received a 2019 Excellence in Patient Experience award in recognition of exceptional performance and commitment to service excellence. Shown here, Scott McCarver, MHA, left, and Robin Steaban, MSN, RN, right, present the Clinical Research Center’s award to, from left, Crystal Rice, RN, BSN, Lana Howard, RN, CCRP, and Lamar Bowman, RN, BSN. Not pictured: Deloris Lee, RN, BSN. (photo by Susan Urmy)

by Jill Clendening

Vanderbilt University Medical Center has recognized 183 clinicians and 27 clinical areas with Excellence in Patient Experience awards in recognition of exceptional performance and commitment to service excellence. Those awards mirror improvements in the institution’s overall patient experience scores during fiscal year 2019.

The patient experience awards honor clinical areas and individual clinicians who have reached the 90th percentile nationally in patient experience for fiscal year (FY) 2019, or from July 1, 2018 until June 30, 2019. The awards are based on nine different surveys administered by the health care solutions and consultant company Press Ganey across various service areas including medical practice/clinics, inpatient, ambulatory surgery, outpatient services and others.

The top box scores (the percent of the best possible responses) of all the survey questions were compared to the Press Ganey benchmark. All areas above the 90th percentile received an award. The provider-related questions on the medical practice/clinic survey were used to recognize clinicians. Eligibility was dependent on having at least 30 surveys returned during FY19.

“Our patients are so appreciative of the care and experience we provide them, and these scores reflect that appreciation,” said Brian Carlson, VUMC Patient Experience senior director. “We are defining personalized care, and I know how hard everyone here works for every patient every time.”

In addition to the top-scoring clinicians and clinical areas, VUMC’s institution-wide patient experience scores, which are also collected by Press Ganey, similarly showed positive change, with the institution reaching its target goal in the first quarter of FY 20 for the overall patient experience pillar goal with a top box score of 74.9% (target was 74.8%).

This continues the positive trend shown with statistically significant positive change in the specific measures of overall communication and courtesy that were reported for FY 19.

Starting with FY 2020, VUMC changed how the institution’s pillar goal related to patient experience is measured by focusing on VUMC’s top box scores, which are a direct reflection of performance, rather than measuring performance based on rank improvement, which is a comparison to the performance of other Press Ganey clients.

Also, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), a patient satisfaction survey required by the Centers for Medicare and Medicaid Services (CMS) for all hospitals in the United States, has been added as a goal for FY 2020. The survey results are publicly reported by CMS on the internet.

“More public agencies and insurance companies are using HCAHPS results as a performance metric tied to reimbursement, and U.S. News & World Report will soon incorporate patient experience data such as HCAHPS scores, into its “Best Hospitals” specialty rankings,” said Paul Sternberg Jr., MD, Chief Medical Officer and Chief Patient Experience Officer. “It makes sense to monitor and report our own progress in this area.”

In October 2018, VUMC began a multi-year service education initiative, Defining Personalized Care — Elevating Our Culture of Service, and institution leaders point to this effort as a contributing factor in the improved patient satisfaction scores.

“This service education initiative builds on VUMC’s Mission, Credo and the Patient and Family Promise, reinforcing the standards that already guide how we handle every interaction with our patients and with each other,” Carlson said. “We have high completion rates for this training, which is still ongoing, so it makes sense that our employees are applying these lessons to deliver even more personalized care through exceptional service, and our patients are seeing it as well.”

The overall institution-wide communication composite reflected statistically significant positive change in FY19 (73.7% top box) over FY18 (71.8%), resulting in an improved average rank, moving from 51 to 54.

The overall courtesy composite reflected statistically significant positive change in FY19 (80.5% top box) over FY18 (79.1%), resulting in an improved average rank, moving from 45 to 50.

Of particular note, the clinical areas of inpatient care, medical practice, outpatient services and urgent care all had statistically significant positive change for both communication and courtesy, making these areas key contributors to the overall score improvement. No clinical areas reflected statistically significant negative change.

“We applaud these individual and clinic award winners, who by proof of direct patient surveys, have gone above and beyond to provide patients and their families the best possible experience while they are in our care.”

 

Patient Experience Award winners are:

Inpatient – Adult

Clinical Research Center

Cardiac Observation

 

Inpatient – Behavioral Health

Vanderbilt Partial Hospitalization Program – Adolescent

 

Clinic – Adult

Metro Nashville Public Schools – Bransford Physical Therapy

Metro Nashville Public Schools – West

Vanderbilt Asthma, Sinus and Allergy Infusion West End

Vanderbilt Bill Wilkerson Pi Beta Phi Physical Therapy

Vanderbilt Primary Care – Bellevue

Vanderbilt Primary Care – Green Hills

Vanderbilt Primary Care – Hillsboro Medical Group Village at Vanderbilt

Vanderbilt Primary Care – Nolensville

Vanderbilt Anticoagulation Clinic at One Hundred Oaks

Vanderbilt-Ingram Cancer Center Infusion Center Cool Springs

Vanderbilt-Ingram Cancer Center Breast Center Cool Springs

Vanderbilt-Ingram Cancer Center Radiation Oncology at Franklin

Vanderbilt-Ingram Cancer Center Oncology Cool Springs Suite B

Vanderbilt-Ingram Cancer Center Oncology/Hematology at Spring Hill

Vanderbilt-Ingram Cancer Center Oncology Genetics  – Village at Vanderbilt

Walgreens Franklin

Vanderbilt Oncology Thoracic Surgery – Franklin

Dayani Health Psychology

Vanderbilt Orthopaedics Physical Therapy at Cool Springs

Vanderbilt Orthopaedics Occupational Therapy Franklin

Vanderbilt Orthopaedics – Spring Hill

Vanderbilt Anticoagulation Clinic at Murfreesboro

Vanderbilt Heart Winchester

Vanderbilt Anticoagulation Clinic at Franklin

 

Clinician – Adult

Rony A. Adam, MD

Ted Louis Anderson, MD

Alison Barlow, APRN, MSN

Alaina J. Brown, MD, MPH

Marta A. Crispens, MD

Margaret A. Hull, MSN, WHNP

Anna T. Kirk, MSN, WHNP-BC

Virginia B. Mazzoni, MD

Lisa D. Milam, MSN, WHNP-BC

Melinda New, MD

Nancy E. Osburn, MD

Christopher Sizemore, DO

Laurie Tompkins, APRN, MSN

Nicola C. White, MD

Karen C. Bloch, MPH, MD

Cody A. Chastain, MD

Sean Garrett Kelly, MD

Anna K. Person, MD

Tina Allocco, BA, MSN

James E. Loyd, MD

Cynthia Wasden, MSN, ACNP, BSN

Dana Wirth, BS, MSN, FNP

Heather C. Koons, MD

Anne O’Duffy, MD

Kristen B. Sherman, PA

Darrel Ellis, MD

Laurie C. Goerzen, FNP, MSN, BSN

Jami Miller, MD

William Stebbins, MD

Kate McReynolds, MSN, MSc

Leslie J. Crofford, MD

Susan Faye Kroop, MD

Eli Steigelfest, MD

Simpson Bobo Tanner IV, MD, CCD

Marni L. Groves, BSN, MSN, NP

Hillary Kaplan, MD

Gaelyn Garrett, MD, MMHC

Alexander J. Langerman, MD

James L. Netterville, MD

Sarah L. Rohde, MD

Kimberly Nicole Vinson, MD

Kenneth Watford, DNP, APRN

Matthew J. Abbate, MD

Federica Angel, MD

Katelyn Kennedy Atwater, MD

John M. Boone, Jr., MD

Jane Case, DNP, MSN, BSN

Tom Anass Elasy, MD, MPH

Jay Gainer III, MD

Paula Herrmann, MD

Tiffany Elder Hines, MD

Tim Hinton, MD

Ashley B. Hoadley, FNP-BC

Jill Jones, MD

Mohana B. Karlekar, MD

Catherine Linn, MD

Jamie MacDonald, MD

William Martinez, MD

William H. Maynard, MD

Matthew Miller, MD

Sandra Moutsios, MD

Scott R. Parker, MD

John Peach, MD

Jason Pereira, MD

Jan Price, MD

Heather Ridinger, MD

William Serafin, MD

Anderson Spickard III, MD, MS

Catherine Vanessa Stober, MD

Craig Sussman, MD

Cecelia N. Theobald, MD, MPH

Bobby White, MD

Benjamin Womack, MD

Elizabeth Ann Yakes, MD

Kelly A. Birdwell, MD, MSCI

William Henry Fissell IV, MD

Edward R. Gould, MD

Sarah B. Connor, APRN

Alexandra L. Kuchler, APN, NP

Ashlee Lecorps, BSN, MSN, FNP-BC

Alyssa C. Miller, APRN

Rhonda R. Hollins-Dortch, FNP

Christina Edwards Bailey, MD, MSCI

Naira Baregamian, MD, FACS

Daniel Beauchamp, MD, FACS

Shannon Sweeney Bell, APRN, MSN

Rohan Chitale, MD

Tracey L. DeWire, MSN, ACNP-BC

Mary Egger, ADN, BSN, MSN

Louis Garrard, III, MD

Lee Gorden, MD

Ana Grau, MD

Kent K. Higdon, MD

Michael D. Holzman, MD, MPH

Mary A. Hooks, MD, MBA, FACS

Julie H. Hull, DDS

Ashley B. Johnson, RN, NP

Tonna L. McCutcheon, APRN, MSN, BSN, DNP

Ingrid Meszoely, MD

Julie Wang Rezk, DMD

Matthew D. Spann, MD

Raeshell S. Sweeting, MD

Marcus C.B. Tan, MBBS

Sara N. Horst, MD, MPH

Christopher Lind, MD

Lindsay A. Bischoff, MD

Michael J. Fowler, MD

Janie L. Hagan, APRN, MSN, BSN

Melissa F. Wellons, MD

Vandana Gupta Abramson, MD

Kristin K. Ancell, MD

Dana B. Cardin, MD

Kristen K. Ciombor, MD

Jill Gilbert, MD

Stacey A. Goodman, MD

Leora Horn, MD

Madan H. Jagasia, MD, MBBS, MS, MMHC

Waleed Khalaf, MD

Ingrid Mayer, MD, MSCI

Sanjay Mohan, MD, MSCI

Colleen T. Morton, MD

Barbara A. Murphy, MD

Kimryn Rathmell, MD, PhD

Shannon Stinnett Serie, MD

Katie Sibler, APN, BSN, MSN, WHNP-BC

Natalie M. Spradlin, MD

Charles L. Cox, III, MD, MPH

Mihir J. Desai, MD

Jennifer L. Halpern, MD

Amir A. Jahangir, MD, MMHC

Jed Kuhn, MD

Leon R. Scott, MD

Albert Attia, MD

John Han-Chih Chang, MD

Austin Kirschner, MD, PhD

Kenneth Niermann, MD, MSCI

Evan C. Osmundson, MD, PhD

Robert Ossoff, DMD, MD

Eric Tatsuo Shinohara, MD, MSCI

James A. Bookman, MD

Michael T. Baker, MD

Geoffrey Chidsey, MD

Andre Churchwell, MD

Walter K. Clair, MD, MPH

John A. Curci, MD

Joseph L. Fredi, MD

Mark D. Glazer, MD

Shawn Alen Gregory, MD

Elias Victor Haddad, MD

Rob R. Hood, MD

Sean G. Hughes, MD

Soo Hyun Kim, MD, MPH

Marvin W. Kronenberg, MD

John McPherson, MD

Beth Meador, MSN

Jay A. Montgomery, MD

Robert Piana, MD

Mark A. Wigger, MD

Maie H. El-Sourady, MD, MSc

Jennifer Kiser Green, MD, MPH

Ashley J. Karpinos, MD, MPH

Althea A. Shelton, MD

John C. Thomas, MD

 

Clinician – Pediatric

Sunny Bell, MD

Cassandra C. Brady, MD

Tom Doyle, MD

Cary Fu, MD

Alisa Carman Gotte, MD

William Heerman, MD, MPH

Irene Hong-McAtee, MD

Tara Mosley Huss, MD

Deborah Kaye P. Jones, MD

Jennifer C. Kelley, MD, MSCE

Yasmin W. Khan, MD

Jefferson P. Lomenick, MD

Angela Cherie Maxwell-Horn, MD

Andrew Radbill, MD

Mark Elkin Rawls, MD

Alice Mauskopf Rothman, MD

Bill Russell, MD

Jill H. Simmons, MD

Stephanie M. Spence, MSN, BSN, NP

Jill Elyn Steigelfest, MD

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