UMCPP’s First Year Marked by High Patient Satisfaction, Recognition for Clinical Care and Safety
May 1, 2013
University Medical Center of Princeton at Plainsboro (UMCPP) celebrates its first anniversary on May 22, wrapping up a year marked by providing outstanding care and service to patients and receiving numerous accolades.
Barry S. Rabner, President and CEO of Princeton HealthCare System (PHCS), says it was gratifying to see the most recent inpatient satisfaction surveys, which ranked UMCPP among New Jersey’s best hospitals for overall patient experience.
“The new hospital was precisely planned to promote healing and a better patient experience,” Rabner says. “That was our guiding principle —to ensure that every inch of the hospital was designed with our patients in mind.”
Enhancing each patient’s experience at UMCPP is a top priority. Multi-disciplinary teams across the hospital work on making each aspect of a patient’s experience more comfortable and pleasant. Working with the Patient Relations staff, these teams review surveys, talk to patients and families, read letters sent to the hospital, and evaluate instant feedback that patients provide through the interactive
TVs in each room. The teams evaluate the comments and suggestions and then make changes as needed.
Some initiatives under way include efforts to further reduce noise, enhance communication with family members and friends of patients in surgery and expand the dietary options for patients from a variety of cultures.
Aspects of the patient room itself also help increase patient satisfaction. Each room has a single patient and ample space for family and friends to spend time with patients and even stay overnight, which is often cited as helping to alleviate patients’ stress. In every medical unit, patients and visitors can call Room Service for meals.
The interactive TV system enables patients to view educational videos about their conditions or medications they are taking. Patients also can use the system to request visits by a patient advocate, a nutritionist, a pharmacist who can explain the patient’s medications, a staff member from Environmental Services or a chaplain. The Department of Religious Ministries provides chaplains for patients, families and friends of all faiths. The Chapel of Light, located on the first floor of UMCPP, offers patients and visitors a welcoming space for prayer, meditation or reflection.
UMCPP also provides concierge services through the Medical Library and Business Center. Concierge staff visit patient rooms every morning to inform people of the service, which offers a wide range of assistance, such as:
- Locating and making reservations with local hotels and restaurants
- Arranging birthday or anniversary celebrations
- Providing maps and directions to local destinations
- Loaning e-readers, tablets and laptops to patients
- Providing an array of business services, including cell phone charging, copying, faxing, printing, notarizing, mailing and conducting Internet research
Concierge staff also can help inform patients about other existing hospital services and help arrange them, if necessary. For instance, patients who were unaware that UMCPP offered pet therapy are able to arrange visits through the concierge.
In addition to its positive patient satisfaction scores, the new hospital has received accolades from other organizations.
Shortly after opening, UMCPP received a $250,000 award from Horizon Blue Cross Blue Shield of NJ to recognize the safety and quality of patient care. In the fall, The Joint Commission—the leading accreditor of healthcare organizations in America—designated UMCPP a Top Performer on Key Quality Measures .
A few months later, UMCPP earned Magnet® status , the highest institutional recognition available for nursing excellence, following a rigorous review. Magnet® status is granted by the American Nurses Credentialing Center, a subsidiary of the American Nurses Association, to recognize superior patient care, nursing excellence, and innovations in professional nursing practice. Less than 5 percent of hospitals nationwide have earned Magnet® recognition.
Mark Jones, President of UMCPP and Senior Vice President of PHCS, says the recognitions and the patient satisfaction scores reflect the quality of both the new hospital and its entire staff.
“We’ve always had exceptional people on our staff, and now we’ve put them in a state-of-the-art hospital that helps them do their jobs even better,” Jones says.
“We have had an excellent Medical Staff, including some of the best physicians in their specialties, for many years,” says Linda F. Sieglen, MD, MMM, PHCS Senior Vice President of Medical Affairs.
“This new facility helps us to retain those physicians and attract new ones. With the leadership of our physicians, we are confident that we will remain at the forefront of delivering outstanding care.”