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Winchester Hospital Launches PROMISE
Winchester, Mass. – Each time a patient or visitor enters Winchester Hospital, they are entrusting our staff with the responsibility for their health and well being. How well we respond to that trust is vital to our success.
To demonstrate our staff’s commitment to making each encounter between patients and the community the best it can possibly be, Winchester Hospital recently launched PROMISE:
- Promoting Teamwork to support one another organization-wide while valuing and respecting the individual;
- Respect so everyone’s unique background is appreciated;
- Ownership in setting new benchmarks for quality and service;
- Maintaining a Positive Attitude by offering ideas and solutions;
- Initiative in improving our environment by making processes more organized, comforting and patient-friendly;
- Safety and Quality to ensure that conditions which do not comply with our high standards are corrected immediately;
- Empathy in recognizing and responding to needs and concerns before they grow into larger issues.
The PROMISE program complements Winchester Hospital’s Patient Service Excellence initiative, which is designed to provide the best possible hospital experience. Following a recent review of comments from patient satisfaction surveys, for example, our Service Excellence Response Team implemented strategies to successfully reduce noise on patient care units. In addition, free valet parking was introduced at Winchester Hospital’s main campus to better meet the needs of patients and their friends and families.
“We are committed to making every patient’s experience the best that it can be,” said Lauren Reardon, director of guest services and service excellence at Winchester Hospital. “Toward that end, we share patient satisfaction results with staff on a weekly basis while continually looking for ways to improve our programs and services.”
Winchester Hospital has been recognized nationally for providing outstanding patient experiences. In the most recent public reporting of data collected by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), Winchester Hospital equaled or exceeded state and national averages of overall patient satisfaction in nine of 10 areas. The survey, conducted by Press Ganey Associates, encompasses adult patients (in all inpatient areas, except psychiatric) who were discharged between Jan. 1 and Dec. 31, 2008.
“Our actions and behaviors create lasting impressions,” said Kathy Schuler, vice president of patient care services and chief nursing officer at Winchester Hospital. “For this reason, we must be ever vigilant in making our PROMISE to the community a core part of who we are.”
About Winchester Hospital
Winchester Hospital is the first community hospital in Massachusetts to earn Magnet recognition, the American Nurses Association’s highest honor for nursing excellence. As the northwest suburban Boston area’s leading provider of comprehensive health care services, the 229-bed facility provides care in general, bariatric and vascular surgery, orthopedics, pediatrics, cardiology, pulmonary medicine, oncology, gastroenterology, rehabilitation, radiation oncology, pain management, obstetrics/gynecology and a Level IIB Special Care Nursery. Winchester Hospital has clinical affiliations with several nationally recognized hospitals in the region, including Children’s Hospital Boston, Tufts Medical Center and Beth Israel Deaconess Medical Center. To learn more, visit www.winchesterhospital.org. |
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