Cleveland Clinic recognized for Excellence in Teamwork
Cleveland Clinic’s Department of Hospital Medicine has been recognized with this year’s Excellence in Teamwork Award. The department spans two states, works clinically at 11 hospitals, sustains more than 300 physician and Advance Practice Provider (APP) hospitalists, and discharges more than 115,000 patients annually. Cleveland Clinic Hospital Medicine brings in roughly 12,000 Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys per year. Called to action by low Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Doctor Communication ratings as benchmarked against hospitals nationally, Cleveland Clinic’s Department of Hospital Medicine banded together to improve the Top Box Doctor Communication rating.
First, they sent personalized laudations to the individual doctors who achieved the benchmarked target on a quarterly basis. They also shouted it from the rooftops with name recognition on every group gathering, plus every large town hall they could.
Second, they worked with local groups. Using the clinic’s hospitals with Patient Experience teams, they leveraged their expertise to bring patient experience tips to provider groups. Finally, they implemented one-on-one coaching for providers who needed extra help. This allowed them to give personalized feedback to providers and lean into the question of what exactly providers could do differently to move their own metrics.
Although this group is diverse in geography and locations, it has been able to work together as an excellent team, improving the HCAHPS Top Box Doctor Communication scores month over month.
Visit SHM Meeting News Central for more coverage.
