Virginia Hospital Center
#1 in Virginia for Patient Satisfaction
HealthReach, Spring-Summer 2013 | Page 2
In 2012, Virginia Hospital Center was recognized as the top hospital in the Commonwealth of Virginia for patient satisfaction, as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Virginia Hospital Center was the Number 1 hospital in the state in both overall patient satisfaction and how likely patients were to definitely recommend the hospital to others.*
What does it take to earn that kind of trust from thousands of patients a year?
It means every single department in the Hospital — from admissions to nursing, to lab and dietary — working together to put the patient first, says Darlene Vrotsos, RN, BSN, MS, Chief Nursing Officer, Virginia Hospital Center.
“Having the right people here and keeping the patient at the center of what we do is critical to achieving the high-quality outcomes we have,” Vrotsos says.
Keeping the patient at the center means remembering that every patient who comes to the Hospital feels very vulnerable and anxious. They are unsure what to expect. “We are mindful of that,” says Vrotsos. “We explain what will happen during their stay, educate them about their plan of care, listen to their concerns, and, hopefully, alleviate some of their anxiety. It’s not what we do to patients, but how we treat them.”
Jeff DiLisi, MD, Chief Medical Officer, notes that the real significance of the patient satisfaction scores is the perception of quality that patients have about the Hospital.
“It tells us what our patients think,” he says. “We look at our patient surveys every week, paying particular attention to our patients’ individual comments. Our medical staff takes them very seriously,” he says. “We have a real buy-in from all parts of the Hospital community. We all want to provide the highest quality care to our patients.”
* Virginia Business Magazine, December 29, 2012.
Patient Say We're #1
Data from Centers for Medicare and Medicaid Services (CMS) – July 2011 - March 2012 (data released April 2013)
What Others Are Saying About Virginia Hospital Center
It’s easy for a hospital to say, “We’re the best.” It’s much more meaningful for someone else to shine the spotlight on a hospital for its excellence. Here are just a few of the recognitions Virginia Hospital Center has recently received:
- Named to 100 Top Hospitals® for 2013 by Truven Health Analytics
- One of only 17 of the 100 Top Hospitals to receive the 2013 Everest Award
- Recognized as one of America’s Top 100 “Best Value” Hospitals — Hospital Value Index™ | Women's Choice Award
- The only hospital in Virginia to earn WomenCertified® America’s Best Hospitals awards in all four categories for 2013 — Heart Care, Obstetrics, Orthopedics and 100 Best Hospitals for Patient Experience. Out of approximately 4,650 hospitals nationwide, only 34 hospitals earned all four awards. | Women's Choice Award
- Ranked Number 1 in Virginia for patient satisfaction, receiving the highest score for overall patient satisfaction and likelihood to recommend the Hospital when compared to 80 other Virginia hospitals* | Arlington Magazine
- Voted “Best Place to Have a Baby” by the readers of Arlington Magazine in 2013
Rankings based on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), a national, standardized, publicly reported survey of patients’ perspectives of hospital care. (Reporting period April 2011 - March 2012, released December 2012).
THE EVEREST AWARD: THE BEST OF THE BEST
Being named one of the 100 Top Hospitals is a tremendous honor. Within that group are 17 Everest Award winners that have demonstrated the highest performance in the country at the end of five years. Virginia Hospital Center is the only hospital in the Washington Metro Area to receive the Everest Award.
“The Everest Award winners are the best of the best,” says Jean Chenoweth, Senior Vice President, Truven Health Analytics. “These hospitals are already high performers by being in the top 100, but they are also setting the highest rate of improvement.”
It’s a very important measure, Chenoweth says, because healthcare reform requires consistent levels of high quality care.
Jeff DiLisi, MD, Chief Medical Officer at Virginia Hospital Center, says that winning the Everest Award is a testimony to one of the core philosophies of the Hospital’s entire staff.
“We are never satisfied with where we are,” Dr. DiLisi says. “We are always trying to get better. The Everest Award reflects that.”
Awards & Recognition