Your Engagement Leads to Happy Patients

KentuckyOne Health Remaining Operations

By Kimberly Hatchel, DNP, MHA, MSN, RN, CENP, SVP/Market Chief Nursing Officer

Kim Hatchel, Chief Nursing Officer

In their recent messages to the ministry, both Bruce Tassin and John Petrov talked about the exciting things coming our way in fiscal year 2019. John specifically referenced our Performance Culture Assessment (PCA) and the employee commitment and engagement required to make our organization a very special place for our patients.

As the chief nursing officer, I clearly understand the connection between engaged employees and happy patients. I encourage each of you to take an active role in the PCA action plans in your areas; your voice and suggestions for how we can improve will make all the difference.

While the PCA is in place to gauge employee engagement and satisfaction, we also have a system in place to measure the patient experience. In years past, KentuckyOne Health has utilized the HealthStream platform for patient experience. In February of 2018 HealthStream was sold to Press Ganey. This is a good thing for many reasons.

Press Ganey is considered the single source of truth for patient experience. Currently the Press Ganey client base includes more than 70 percent of all acute care facilities compared to less than 10 percent for HealthStream. More than one billion patients have been reached through Press Ganey. We desire to be the best in every interaction and we want to be compared with the best.

The transition date to Press Ganey was July 22, 2018 (read more). We anticipate seeing those survey results in August or September at the latest. During that time, we will undergo training within our organization on how to use the system and report the data back to our caregivers. As with the PCA, we ask you to be active participants in the review of the data with your unit leadership. We know that it takes each one of us to create an experience that keeps our patients coming back every time care is needed.

Your senior leadership team wants you to know you are valued and your voice matters. Your engagement is what will take our organization from good to GREAT for our patients.

Thank you for all you do for our patients, your peers and our community!