Hoag Orthopedic Institute (HOI), based in Irvine, California, has received three Press Ganey Patient Experience awards for 2022, including, the Guardian of Excellence for Patient Experience (9th consecutive year), the Pinnacle of Excellence for Patient Experience in Hospital Consumer Assessment of Healthcare Providers and Systems for maintaining consistently high levels of excellence over multiple years, and the Pinnacle of Excellence for maintaining consistently high levels of excellence over multiple years.
The awards are based on Press Ganey survey questions which include the Hospital Consumer Assessment of Healthcare Providers and Systems survey.
The Guardian of Excellence Award honors organizations that perform in the top 5% of healthcare organizations for patient experience, employee engagement, physician engagement or clinical quality performance in one year.
“In today’s health care environment, patient experience is just as important as high-quality clinical care,” said Kim Mikes, CEO of Hoag Orthopedic Institute. “We are honored, once again, to receive this distinguished award from Press Ganey.”
“By putting their patients and workforce first each and every day, Hoag Orthopedic Institute is demonstrating their unwavering commitment to their employees and to the communities they serve,” said Patrick T. Ryan, chairman and chief executive officer, Press Ganey. “The caregivers at Hoag Orthopedic Institute have inspired us with the compassion, empathy and human connection they bring to the clinical healthcare setting. We are honored to partner with them as we celebrate their achievement.”
When OTW asked what performing in the top 5% looks like on a daily basis, Mikes replied, “It starts with our staff members, physicians and others involved in the care and experience of the patient. When your staff is well trained, delivering exceptional patient care on a daily basis becomes the norm rather than the exception. Since Hoag Orthopedic Institute is solely focused on orthopedics and spine, we all work cohesively to put the patient at the center of everything we do. We have the luxury of low turnover, and long-term, committed, happy, compassionate and caring people.”
“From patient check-in to discharge, everyone has a role to play in ensuring our patients get back to doing what they love to do. In fact, in every patient’s room, written on a board on the wall, is the specific goal of each patient, be it getting back to dancing, walking without pain, golfing again, and more. The caregivers talk with the patient about their goal, so the patient knows that everyone is supporting their needs. We provide truly personalized care. Our Hoag Orthopedic Institute Signature Experience includes spa-like robes, warm, wet washcloths, great food and other niceties. Our serene environment underscores our commitment to taking patient care to another level.”
“We then ensure that our environment, level of patient service and attention to detail is delivered across the entire Hoag Orthopedic Institute enterprise. Think of the hotel experiences you’ve had. What sets 5-star experiences apart from 3-star hotels? It is the environment, attention to detail and a level of personal service that is exceptional in every way.”
“We found that when we focus on very high clinical outcomes, a personal level of service, and an environment that is noteworthy in every way, patients share that experience with others. Word of mouth about our patient experience is actively shared. It is the centerpiece of our model.”
Regarding the other two awards, Mikes said, “Those recognitions slice up the clinical, operational and patient experience process into more measurable attributes among peers. We value these awards as testament to our daily work to improve our clinical outcomes and patient experience. These awards honor organizations like Hoag Orthopedic Institute that have reached the 95th percentile for patient experience, engagement, or clinical quality performance, and sustain it. We are honored to be recognized for our work.”
