HealthStream Research has provided physician satisfaction survey services to healthcare systems and individual hospitals across the U.S. since 1990 and has accumulated the nation’s largest comparative database (with more than 35,000 respondents from over 700 facilities) for physician satisfaction. We recently took a closer look at four hospitals that scored high when physicians were asked to rate the hospital’s efforts to maintain a high quality of care which is consistent across all shifts and floors. This is part one of a four part series that shares best practices in consistency of care.
Commitment to Physicians: A Driving Force
West Florida Hospital, Pensacola, FL
West Florida Hospital is a 520-bed hospital located in Pensacola, FL. After speaking with Dr. Louis Perillo, Senior VP of Medical Affairs, it was apparent that consistency of care is a top priority at West Florida.
One contributing factor to West Florida’s success in delivering consistent care is the administration’s commitment to the hospital. Members of the administration are dedicated to West Florida, with a vast majority of them working there for more than twenty years. Administration at West Florida not only displays a commitment to the facility as a whole, but also to their physicians. Members of the administration eat lunch with medical staff regularly. The doctor’s lounge is also a good opportunity for interaction. Dr. Perillo is in the doctor’s lounge almost every morning at 7:00 a.m. This allows for immediate feedback and discussion of problems. This consistent contact demonstrates to the medical staff that members of administration are not merely paper pushers, but that they genuinely care.
Dr. Perillo believes “it’s not the size of the hospital that matters—it’s how much physicians see administration and how confident they are that administration will do something about their concerns.” Commitment to the physicians and to the facility is a driving force in consistency of care at West Florida.
West Florida’s hospitalist program has also contributed to their success in delivering consistent care. When West Florida decided to implement a hospitalist program several years ago, they chose a non-traditional route. Instead of using a company or middle-man to manage hospitalists, they decided to manage the program themselves. And they have done a remarkable job. Since the program began only one hospitalist has left the facility. It’s also noteworthy that this hospitalist did not leave because of problems with West Florida, but rather as a family decision. This high retention rate among hospitalists is virtually unheard of, and contributes greatly to the consistency of care at West Florida. Specialists and hospitalists working together regularly creates predictability and consistency in treatment.
In addition to the commitment of administration and the success of the hospitalist program, West Florida believes that medical staff involvement creates an environment of consistent care. At West Florida, physicians are involved at many levels. Recently when the hospital developed a stroke program, a team of physicians from multiple specialties worked together to form the program. Physicians also help run various quality teams. When results from the HealthStream Research Physician Insights Survey indicate a growth opportunity, physicians are involved in the discussion of problems and solutions. Physicians are pleased to know that administration cares about their input, and that this input makes a difference.
Physician involvement in decision-making and program development, along with the administration’s commitment to both the hospital and their medical staff, has created an environment of consistent care across all shifts and floors.
Congratulations to West Florida Hospital’s high consistency of care!