ORLANDO, FL -- Long Island Jewish (LIJ) Medical Center this week received its second prestigious award this year for its work in improving patient satisfaction. LIJ on Tuesday was awarded the 2013 Commitment to Excellence Award from Press Ganey during the company’s national client conference in Orlando, Fla.
Press Ganey, based in South Bend, Ind., partners with more than 10,000 health care organizations worldwide to create and sustain high-performing organizations, with the goal of improving the overall health care experience.
In 2011, LIJ collaborated with Hospitality Quotient of New York to develop a curriculum focused on patient care for all employees. Every staff member at the time completed the class and it has been made part of the new employee orientation process.
Since it was implemented, Press Ganey surveys of LIJ Medical Center patients show that patients’ “likelihood to recommend” has increased from the 4th percentile in 2011 to the 64th percentile year to date 2013. During that same time, LIJ’s “recommend” scores under the federal government’s Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) improved from the 30th percentile to the 64th percentile.
“Three years ago we committed to making hospitality a major part of our day-to-day interactions with patients and family members,” said Chantal Weinhold, LIJ’s executive director. “With our entire staff embracing that philosophy, we’ve seen significant improvements in our patient satisfaction and experience ratings.”
Earlier this year, the medical center’s successes in this area prompted the Association for Patient Experience (AfPE) to bestow the 2013 Practice of the Year award to the hospital.
AfPE is an organization established to support healthcare professionals, patients, and their families by improving the patient experience. It is sponsored by the Cleveland Clinic’s Office of Patient Experience and works with healthcare organizations to enhance patient experience.
“The care we provide extends beyond the patients to include family members and significant others,” said Agnes Barden, DNP, the hospital’s senior administrative director of patient and family-centered care. “At LIJ, we focus on the complete care of the patient, which means both a healing, supportive and hospitable environment along with a comprehensive care team to assure the best outcomes for our patients. “
About North Shore-LIJ Health System
With 583 beds, LIJ Medical Center is one of the clinical and academic hubs of the North Shore-LIJ Health System, the nation's 14th-largest healthcare system. North Shore-LIJ delivers world-class clinical care throughout the New York metropolitan area, pioneering research at The Feinstein Institute for Medical Research and a visionary approach to medical education highlighted by the Hofstra North Shore-LIJ School of Medicine. North Shore-LIJ cares for people at every stage of life at 16 hospitals and nearly 400 outpatient physician practices throughout the region. North Shore-LIJ’s owned hospitals and long-term care facilities house more than 6,000 beds, employ more than 10,000 nurses and have affiliations with more than 9,400 physicians. With a workforce of more than 46,000, North Shore-LIJ is the largest employer on Long Island and the third-largest private employer in New York City. For more information, go to www.northshorelij.com.