Patient satisfaction at the 75th percentile

This week we celebrated impressive improvements in Community General Hospital's patient satisfaction scores . . . across the board.

There were free sundaes in the cafeteria on Wednesday, and Chris Stryker, Chief Nursing Officer, and her Directors Nancy Thompson, Lyn Pittinger, and Cathy North brought ice cream to night staff in various departments.

The graph shows Community's overall patient satisfaction rating, as posted in the hospital this week.

The Press Ganey survey scores (second quarter, 2010) show patients overall rating of the hospital at 86.4%, a statistically significant improvement over previous scores. That score puts Community at the 75th percentile for hospitals of our size nationally and for hospitals in our Central New York comparison area.

The overall rating reflects improving patient satisfaction in all areas, including these statistically significant gains:

▪ Satisfaction with nursing care and communication -- 89.9%, up over two percentage points
▪ Satisfaction with doctors care and communication -- 88.7%, up over two points
▪ Satisfaction with the handling of personal issues -- 87.0%, up over two points
▪ Satisfaction with hospital accommodations -- 81.4%, up over four points

We've seen the improvements coming as we track the changes from week-to-week and quarter-to-quarter.

Improved patient satisfaction has also been evident in the HCAHPS* scores the federal government posts on its Hospital Compare website. I talked about the HCAHPS improvements in employee meetings last May.

It's great to know that patients see improved value from our caring and in our hospital environment. Congratulations to Community's employees, to our management team, and to our medical staff.

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* HCAHPS stands for "Hospital Consumer Assessment of Healthcare Providers and Systems." HCAHPS track and report the opinion of Medicare patients at hospitals across the nation.

A remarkable man

In about two hours, there will be a funeral in Williamsville, NY for an 88-year old Italian immigrant who came to America during the Great Depression, who was a decorated World War II fighter pilot, and who became a noted test pilot.

Nello Infanti was the father of Steven Infanti, who is Chairman of the Board at Community General Hospital. I never met Mr. Infanti, but I feel I know him from stories Steve has told over the years. He was a remarkable man.

▪ During World War II, Nello Infanti flew 63 combat missions in a P-38 over Africa, Europe, and Russia.

He received the Distinguished Flying Cross and the Air Medal with Seven Oak Leaf Clusters.

▪ He earned an Aeronautical Engineering Degree from Rennsselaer Polytecnic Institute, plus many hours of post graduate studies at the University of Buffalo and Edwards Air Force Base.

▪ He worked for 40 years at the Cornell Aeronautical Laboratory and became its Chief Test Pilot in 1963. Mr. Infanti flew over 100 types of aircraft, many highly classified.

▪ He trained over over 800 test pilots, more than 40 of whom became astronauts. He flew with Neil Armstrong and Buz Aldrin. He also flew all the X-15 pilots, shuttle, B-1, B-2 and F-17 pilots.

▪ Mr. Infanti was a Fellow in the Society of Experimental Test Pilots.

There is a report about this remarkable man in the Buffalo News, along with his obituary.

I extend my condolences to Steve Infanti, to his mother Louise, and to the entire family.

How are we doin'?

My 'round-the-clock meetings with employees were well attended last Wednesday and Thursday.

Understandably, many were not able to attend so I am posting a summary of my slide presentation here.

Community's occupancy has been quite high recently, and I very much appreciate all that employees and physicians are doing to provide patient care and services during these hot summer days.

As you'll see from the meeting material, occupancy is not the only thing that is "up" -- there are improvements in quality, patient satisfaction, renovations, etc.