High Quality of UHealth Patient Services Recognized by Press Ganey

Three clinics within UHealth–the University of Miami Health System have been recognized for their “statistically significant improvement” in patient satisfaction by Press Ganey, the national patient perception research and quality improvement-tracking firm. This has provided an overall boost for the entire health system, which also was highly ranked by Press Ganey.

The Press Ganey honors, which came directly from patient surveys, recognized the patient services at the Comprehensive Ophthalmology Center and the Retina Center at Bascom Palmer Eye Institute in Miami, as well as Bascom Palmer Eye Institute at Naples.

The surveys ask patients to assign measurements to their clinical and customer service experience and also their “likelihood to recommend” the clinic and the health system to others.

In the congratulatory letters to Pascal J. Goldschmidt, M.D., Senior Vice President for Medical Affairs and Dean of the Miller School and CEO of UHealth, Press Ganey noted that the improvements were not random, “but due to some change within your facility. Your patients recognize this change.”

“I am elated that, through Press Ganey’s thorough surveys, patients have recognized our quality improvements throughout UHealth,” said Dean Goldschmidt. “Our overriding emphasis on patient-centric care is continuous and our goal is for every patient we serve to receive the absolute best health care and customer care in our region. That’s the basis of our UCare initiative, and faculty and staff in our health system work hard to deliver quality service every day.”

While the letters concentrate on statistically significant improvement for the three ophthalmology clinics for June through September, 28 UHealth clinics and service areas were ranked in the 90th percentile or higher for the “likelihood to recommend,” among their peer groups nationally. This includes nine units or clinics at Bascom Palmer Eye Institute, nine at University of Miami Hospital and Clinics/Sylvester Comprehensive Cancer Center, four at University of Miami Hospital, and six clinics of the University of Miami Medical Group.

“As the paradigm shifts continue in health care, it’s even more important that patients feel positive, not just about their medical care, but about the overall level of service they encounter,” said William O’Neill, M.D., executive dean for clinical affairs at the Miller School and chief medical officer for UHealth. “As we strive to deliver excellent health care, it is heartening to learn that we are doing a great job in so many areas while implementing programs to improve in all areas.”

The service areas were highlighted in a recent UCare Leadership Development Institute (LDI), which are quarterly sessions for management employees, held on a Thursday and repeated the following Friday. LDI sessions are an integral part of the UCare initiative that was launched in 2008 to strengthen the culture of teamwork and excellence across the entire health system.

UCare is built on seven organizational Pillars of Excellence – service, people, quality, growth, finance, research and education — which, notes Michele Chulick, associate vice president and executive director of clinical operations for UHealth, are being used as the basis for hardwiring the strategic direction of the health system.

“The Pillars outline goals that lead to achievement of results such as quality outcomes and the improved patient satisfaction highlighted by Press Ganey,” said Chulick. “We have seen over the last 12 months a steady improvement in our patient satisfaction scores which is among the best indicators that UCare is worth the time and effort we have all committed to making it a successful and lasting initiative.”

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