Staff Thanked for Giving Patients an ‘Always’ Experience

Five years ago, The Johns Hopkins Hospital set a goal to be in the 90th percentile in Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. That goal has not only been reached but also surpassed.

In the overall rating of care (on a 0 to 10 scale), The Johns Hopkins Hospital is in the 98th percentile compared with other large national hospitals (fiscal year 2019, Q2). The “likelihood to recommend” the hospital to family and friends is in the 97th percentile (fiscal year 2019, Q2). The assessment domains—or areas of focus—for nurse and physician communications, medication communications, hospital environment, quietness at night and communications about pain, as well as discharge information, have also all improved.

“These incredible scores are a testament to your commitment to providing excellent patient- and family-centered care,”Lisa Allen, chief patient experience officer for Johns Hopkins Medicine, says to employees. “And I know this work isn’t easy and these scores are not happening by luck.”

Allen says the scores indicate immense dedication to welcoming patient and families when they’re first admitted, explaining the side effects of a medication, and taking time to connect, partner and reflect with patients.

“The scores reflect your steadfast collaboration and persistence to giving our patients an ‘always’ experience,” says Allen. “I am proud to call each of you my colleagues and thank you for your dedication to our hospital.”