Press Ganey is commonly used among health care facilities to survey patients on their interactions and overall experiences at these facilities. The 96th percentile ranking means that CIS patient satisfaction for this quarter scored higher than 96 percent of other facilities in it region, which include Texas, Oklahoma, Arkansas and Louisiana. Proudly, CIS has maintained its 90th percentile status since the fourth quarter of 2009.
“The reason our practice exists is to take care of patients,” said Joey Fontenot, Chief Operating Officer for CIS. “We realize that taking care of a patient means treating them timely, courteously and with a high degree of compassion.”
In January of 2008, CIS began using Press Ganey to focus on improving its practice and enhancing patient satisfaction. CIS created and launched a unique program called World-Class Patient Care which combined an exceptional service quality component with a specific patient education program to help patients become more engaged in their care. WCPC was implemented as a way to deliver the best care and the best service to CIS patients. The overall goal was to provide a world-class experience in both patient satisfaction and clinical outcomes.
After a year of utilizing Press Ganey, CIS ranked in the 57th percentile for the first quarter of 2009. CIS physicians and administration made a commitment to ensure that the right systems and processes were in place to ensure high patient satisfaction. As part of that commitment, the team developed a patient satisfaction committee in March of 2009. The goal of the committee was to increase awareness, momentum, and action throughout all of CIS, keep staff informed of patient satisfaction goals and initiatives, and improve the patient experience overall. By the second quarter of 2009, patient satisfaction scores had jumped to the 82nd percentile. In the fourth quarter, the facilities rank for CIS was in the 90th percentile nationally.
Patient satisfaction at CIS continued to improve in 2010. For the first quarter, CIS ranked in the 99th percentile for its region and in the 94th percentile nationally. These patient satisfaction scores are unprecedented, especially considering the growth and progress within a year’s time. Moving on, CIS is striving to not only remain in the 90th percentile but to continue to exceed expectations and reach for higher goals.
“When we combine a focus on patient satisfaction with the world-class cardiovascular care given by our physicians, our patients have an exceptional experience,” said Fontenot. “Everyone in our organization realizes that they play an important role in exceeding our patients’ expectations, and we continually strive to do a little better each day.”
The patient satisfaction scores are based upon survey responses that are sent at random to patients by Press Ganey. Press Ganey works with more than 10,000 health care organizations, including nearly 40 percent of U.S. hospitals to measure and improve their quality of care. To learn more about Press Ganey, please visit www.pressganey.com.
CIS is one of the most respected groups of cardiologists, representing nearly every specialty in heart and circulatory medicine. With a team of nearly 500 dedicated team members, CIS serves communities throughout Louisiana, as well as national and international patients, at its 10 clinics. CIS consistently positions itself at the forefront of technology by providing the most up-to-date technology coupled with compassionate care. This mission has guided the institute for more than 27 years of service to south Louisiana. For more information about CIS, call 1-800-425-2565 or visit www.cardio.com. Also, visit Cardiovascular Institute of the South on Facebook and Twitter to find the latest educational information and company updates.
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