with helpful information about healthcare, community events, hotlines, etc. Educational materials are placed in all areas of the hospital regarding services available to patients and their families, websites and preventative advice. Friendly volunteers are on staff throughout the hospital to aide patients and families in finding their way around the campus. Weakness: Patients and families are not included in development of policies, procedures and/or guidelines. Domain 2 (Mission, Vision and Values) – Strengths: This organizations mission, vision and values statements are stated very clearly around the hospital and on the organization’s website. These statements are shared during new employee orientation; they are in every email from the president and CEO of the organization as a constant reminder of the expectations and available for patients on admission and discharge. Weakness – No weakness identified. Domain 3 (Advisors) – Strengths: This organization falls very short on this particular domain. Weakness: Patients and families do not serve on or participate in hospital committees, quality safety rounds or advisory councils. Domain 4 (Quality Improvement) – Strengths: This organization values the patient’s voice and satisfaction seriously. Surveys are looked at for ways to improve, reviews from patients/families done on the organization are read and responded to and exceptional care is the expectation at all times. Weakness: Patients/families do not participate in task forces, are not interviewed during walking rounds and do not take part in quality/safety/risk meetings. Domain 5 (Personnel) – Strengths: The facility has a clear expectation for collaboration between staff and patients/families, performance evaluations are weighed heavily in this area. Weakness: Patients/families do not participate in interview teams or welcome new staff during orientation. While the organization has an extremely high level of expectations with regard to
ORGANIZATIONAL LEADERSHIP C158 7 patient-centered care, there is a huge gap between the expectations and the level of support given to the staff to enable them to achieve these goals. Domain 6 (Environment and Design) – Strengths: The environment supports patient/family presence and participation in interdisciplinary collaboration. A welcoming environment is fostered at this facility. Patients and families are always encouraged to ask questions, stay with their loved ones, take part in discussions with the staff regarding their care, etc. Weakness: Patients/families do not participate in clinical design projects at this facility. Domain 7 (Information/Education) – Strengths: Web portals are user friendly for patients/families, provide many resources with contact information, as well as, information regarding visiting hours, services provided by the facility and locations. Patients/families are encourage and have access to clinicians via email at all times before, during and after their stay.
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- Winter '20