Kirby Medical Center was awarded Honorable Mention honors in the 2016 Illinois Critical Access Hospital Network’s hospital ‘Innovation of the Year’ competition for its ‘Patient Satisfaction – PIEC Committee’ program. Participants were encouraged to submit innovations implemented at their respective hospitals which initiated a new approach to improve patient relationships, implemented a new process flow or life-safety improvement, found a creative way to motivate and inspire staff, or fostered a successful community project.
Heidi Apperson, Director of Marketing and Community Relations, and Abigail Turner, Registration Manager, accepted the honor for KMC during a ceremony held November 9th at The Crowne Plaza, Springfield, and attended by critical access hospital leadership from throughout the state.
Kirby Medical Center’s patient satisfaction efforts are organized and directed by the PIEC (Patient Improvement Employee Collaboration) Committee, which was established as a patient satisfaction review team. The objectives of the committee are to improve service results, patient experience, and collegial relationships.
“Our objectives were achieved by promoting the understanding of the impact of the patient experience,” said Apperson. “We achieved a 95-percent overall mean satisfaction score, and through this committee’s work, we were also able to assist hospital leaders by identifying department-specific problem areas and providing viable solutions.”
During each PIEC meeting, patient satisfaction scores are reviewed as well as any comments made by patients. Each committee member then has the opportunity to give feedback on what areas need to be addressed and then discuss any ideas they have to improve opportunities and/or sustain strengths.
The hospital ‘Innovation of the Year’ Award is given annually to the critical access hospital project that ICAHN’s Education Committee and other esteemed judges deem the most innovative or inspiring for the hospital, its employees, patient, and community. Memorial Hospital won top honors this year with its Outdoor Fitness Park project, and OSF Holy Family Medical Center also won Honorable Mention honors with its ‘Healthy Weight…Healthy You’ obesity program.
Pictured are Heidi Apperson, Director of Marketing and Community Relations (left); Abigail Turner, Registration Manager, and Mark Rossi, ICAHN Board President and Hopedale Medical Complex Chief Operating Officer.