January-February 2011

Mark Taubman, M.D.

Making the Patient Experience Paramount

Starting this February, Strong Memorial Hospital is making a concerted effort to deliver a kind of medicine that consistently engages the patient and his or her loved ones as part of their own care team. Called “patient- and family-centered care,” this brand of healing promises to not only dramatically improve patient satisfaction, but may also provide a framework for delivering better-quality care more consistently and more cost-effectively. More»

It’s Not ‘Just One More Thing’

Transitioning to a patient- and family-centered care model may sound daunting, especially in light of physicians’ already-busy schedules. We spoke to Jean Joseph, M.D., M.B.A., professor of Urology and Oncology at URMC, to learn more about what the shift will entail for URMC faculty. Going forward, Joseph will be sending monthly communications to physicians to discuss how they can practice more patient- and family-centered care.

How will YOU Deliver Patient- and Family-Centered Care?

You can’t just announce culture change – you have to work hard to bring it to life. That’s why our commitment to delivering patient- and family-centered care absolutely hinges on our ability to set clear expectations as to what this kind of care looks like in terms of concrete, job-specific behaviors. So, whether you’re a patient transporter, unit secretary, surgeon or nurse, you’ll know exactly what your unique role is in creating a superior patient experience every time.

Taking Shape: Moving towards Patient- and Family-Centered Care

As we work to forge a health care environment that consistently keeps patients and their families at the center, you’ll notice real changes at Strong. Read on to see how our commitment to an excellent experience is revolutionizing everything – from operating efficiency, to supporting staff as they grieve.

Listening to Patients: Turning Down the Volume

One of the best ways to tune into what patients really think about their hospital experience is paying close attention to HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey scores. Pronounced “H-Caps” for short, this survey is the first national, standardized, publicly reported review of patients' perspectives of hospital care. One thing that’s become clear from these surveys is that hospital noise levels continue to be a problem for our patients.

Faculty Accomplishments

We publish faculty and student accomplishments in every edition of URMC Pulse, highlighting both the prestigious honors our faculty/students receive, as well as the prominent leadership/advisory posts to which they are appointed.