Lafayette General Receives Award for Quality & Service Excellence

6/29/2011

Lafayette General Medical Center has been recognized as the Healthcare Organization of the Month award-winner from the Studer Group® for the month of July. Selected from among 800 health care organizations, Lafayette General was chosen for substantial improvements in operational and service excellence including employee engagement, patient satisfaction and quality benchmarks.

"Just over two years ago, Lafayette General embarked on a ‘Journey to Excellence,' to create a culture of S.E.R.V.I.C.E.—Supportiveness, Etiquette, Respect, Vibrancy, Integrity, Communication and Excellence – in service delivery,” said David Callecod, president and CEO. "As a Healthcare Organization of the Month, we are recognized as an organization that keeps the true essence of healthcare alive and flourishing. This award validates that we are creating a great place for employees to work, physicians to practice and patients to receive care.”

Lafayette General's Journey to Excellence is centered around five ‘pillars': People, Service, Quality, Growth and Funding our Future.

"First, we are working to improve employee engagement; meaning that our employees are given the tools and proper leadership to commit to purpose and worthwhile work in order to make a difference that will set us apart. By hard-wiring S.E.R.V.I.C.E. standards of behavior, and rewarding employees who live those standards daily, we improve both our working environment AND our patient care environment.”

To that end, Lafayette General has decreased employee turnover and made great strides in its 2011 employee survey as the only hospital identified by Press Ganey to improve its score on EVERY question and metric of the engagement survey.

"Secondly, Lafayette General is committed to making this a great place for physicians to practice medicine,” said Callecod. "The introduction of a collaborative care model, involving caregivers, physicians and support staff, has significantly enhanced the quality of care and improved communication. The addition of a Chief Medical Officer in 2011 ignited further cooperation between staff and physicians, creating an environment in which the patient is at the center of all that we do.”

The results of our Journey to Excellence are further evidenced by improved HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey scores. Specifically, ‘Responsiveness of Staff' rose from the 42nd percentile to the 97th percentile; ‘Nurse Communication' went from the 41st percentile to the 97th percentile and ‘Physician Communication' increased from the 89th percentile to the 98th percentile.

"Lafayette General is committed to improving patient care by following ‘best practice' procedures and protocols,” explained Callecod. "Patient satisfaction teams have put in place evidence-based practices such as hourly rounding and bedside shift reports. We have rolled out a new communication tool that better explains to patients what they can expect during each stage of their medical care. These steps, while simple, have met with great success in terms of creating a positive, comforting hospital experience . . . and our satisfaction AND quality scores reflect it.”

Since the start of our Journey to Excellence, Lafayette General has increased its patient satisfaction scores significantly. For example, as of May 2011, Inpatient Satisfaction rose to the 96th percentile and Outpatient Satisfaction to the 94th percentile.

Lafayette General's Journey to Excellence has required many changes on the part of staff and physicians and Callecod is impressed with everyone's enthusiasm. "Change is often a scary concept, and when confronted with it, many people will dig in their heels to avoid it. However, our hospital family has embraced the Journey to Excellence changes with a positive attitude. Perhaps it's the excitement of the renovation or the fact that it's our 100-year anniversary. But I think it's simply because these changes have already proven to improve our quality of care, and the results are clear—from improved patient satisfaction to quality awards like the Healthcare Organization of the Month.”

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About Lafayette General Medical Center
As the largest, full-service, acute-care medical center in the nine parishes of Acadiana, Lafayette General Medical Center takes to heart its mission of improving, maintaining and restoring the health of people in the communities we serve. LGMC is a community-owned hospital, so as such, all profits are reinvested in the hospital for purchasing unsurpassed technology, maintaining a highly trained staff and adding new and improved services. For more information, visit http://www.lafayettegeneral.com/.

About Studer Group®
Studer Group's mission is to change the face of healthcare by creating a better place for employees to work, physicians to practice medicine, and patients to receive care. A recipient of the 2010 Malcolm Baldrige National Quality Award, Studer Group is an outcomes-based healthcare performance improvement firm that coaches hundreds of hospitals, health systems, medical practices, and end-of-life organizations to achieve and sustain clinical results. Collectively, these organizations serve as a national learning lab in which Studer Group harvests, tests, and refines the best practices it shares with others in the industry. To learn more about Studer Group, visit http://www.studergroup.com/.

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