Patients at Rush University Medical Center in Chicago gave the hospital very high marks in overall patient satisfaction in a national survey sponsored by the federal government. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey allows consumers to compare hospitals on important issues based on each hospital's own patients' perspectives of their care.
The survey found that almost all patients, 96 percent, say they would "probably" or "definitely" recommend Rush. The number of patients who say they would definitely recommend Rush, 79 percent, is substantially higher than the national average of 67 percent and the Illinois average of 66 percent.
When asked to rate the hospital overall on a scale of 0 to 10, 72 percent of patients give Rush a "9" or "10" rating. This rating is substantially higher than the national average of 63 percent and the Illinois average of 62 percent.
"Quality and patient experience are top priorities at Rush. We have multiple initiatives under way directed at finding ways to further improve our quality outcomes and the entire patient experience," says David Ansell, MD, chief medical officer and vice president for hospital affairs.
Some of the new initiatives include a "Patient Ambassador" program to improve responsiveness to patient concerns; a pilot program of hourly rounding on patients by nurses; a "silent" patient call button system and reduction of overhead pages to reduce noise. Rush is also beginning an initiative to improve patient care communications in the critical care area.
In addition, Rush has improved the discharge planning process with a number of innovative programs, including case manager preadmission phone calls to orthopedic patients to assess needs and develop plans for postdischarge and follow-up phone calls to "at risk" patients discharged to home. A new electronic medical records system also allows staff to print discharge instructions on-demand in five languages.
"Rush is entering the second phase of a nine-year construction project that will thoroughly redefine campus buildings and technology, as well as many of the processes used to deliver patient care safely and efficiently," Ansell says. "Rush is using this opportunity to redesign all patient care processes to put the patient and family at the center of everything the Medical Center does."
More Information at Your Fingertips:
- For information about other awards and recognition at Rush visit our Honors and Recognition page.
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Please note: All physicians featured in Discover Rush Online are on the medical faculty of Rush University Medical Center. Some of the physicians featured are in private practice and, as independent practitioners, are not agents or employees of Rush University Medical Center.
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