{"id":14730,"date":"2011-11-16T04:23:29","date_gmt":"2011-11-16T09:23:29","guid":{"rendered":"http:\/\/utnews.utoledo.edu\/?p=14730"},"modified":"2011-11-14T16:38:12","modified_gmt":"2011-11-14T21:38:12","slug":"utmc-mentioned-in-new-york-times-as-leader-in-push-for-patient-satisfaction","status":"publish","type":"post","link":"https:\/\/news.utoledo.edu\/index.php\/11_16_2011\/utmc-mentioned-in-new-york-times-as-leader-in-push-for-patient-satisfaction","title":{"rendered":"UTMC mentioned in New York Times as leader in push for patient satisfaction"},"content":{"rendered":"

The University of Toledo Medical Center\u2019s patient satisfaction efforts were highlighted last week in a New York Times story discussing how hospitals nationwide increasingly are expected to provide outstanding customer service in addition to great health care.<\/p>\n

According to the article, patients \u201ccan be influenced not just by the quality of their care, but also by amenities like single rooms, renovated units and tasty food.\u201d<\/p>\n

Reporter Jordan Rau wrote, \u201cMany hospitals have devised detailed scripts that doctors and nurses follow when interacting with patients, telling them what to expect and often extolling the care they are getting. This fall, The University of Toledo Medical Center launched an internal \u2018iCARE University\u2019 dedicated to training employees on improving patients\u2019 experiences.\u201d<\/p>\n

More than 2,000 UTMC employees have been through iCARE training to help master soft skills like communication, active listening, personal stress management and empathy.<\/p>\n

Dr. Scott Scarborough, senior vice president and executive director of UTMC, said the hospital is benefitting from the leadership position it is taking in implementing changes to enhance the patient experience.<\/p>\n

\u201cPatients expect more of us, and we need to deliver,\u201d Scarborough said. \u201cThis mention and particularly our positive Joint Commission visit indicate we\u2019re farther down the road than many hospitals and that\u2019s great. But even being at the leading edge of this transformation nationwide, we still have a long way to go.\u201d<\/p>\n

Starting in 2012, new Medicare rules will include patient satisfaction in the formula to determine how much hospitals are paid for the care they provide.<\/p>\n

Dr. Jeffrey P. Gold, chancellor, executive vice president for biosciences and health affairs, and dean of the College of Medicine and Life Sciences, said that as the health-care industry evolves, academic medical centers increasingly will be asked to provide leadership to navigate those changes.<\/p>\n

\u201cAs The New York Times article highlights, great patient care is the responsibility of every single hospital employee in every role,\u201d Gold said. \u201cI\u2019m incredibly proud that the work we\u2019ve done so far has received national attention, and given the results of last week\u2019s outstanding Joint Commission accreditation visit, I\u2019m confident the work we\u2019ll do in the future will continue to enhance the reputation of The University of Toledo Medical Center.\u201d<\/p>\n

\"\"<\/a>

The UT Medical Center operational leadership team posed for a photo last week at its meeting to celebrate an outstanding Joint Commission accreditation visit. Hospital leaders said the collective efforts of all UTMC employees led to one of the best site visits Joint Commission surveyors said they have ever seen.<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

UT Medical Center’s focus on patient satisfaction was highlighted in a recent New York Times story.<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,7],"tags":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/posts\/14730"}],"collection":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/comments?post=14730"}],"version-history":[{"count":0,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/posts\/14730\/revisions"}],"wp:attachment":[{"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/media?parent=14730"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/categories?post=14730"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.utoledo.edu\/index.php\/wp-json\/wp\/v2\/tags?post=14730"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}