Strong Leadership = Improved HCAHPS Scores

It is amazing to experience firsthand how critical it is for a hospital department to have high performers lead by even higher performing leadership.

I have lived and breathed HCAHPS (Hospital Consumer Assessment of Health Providers and Systems) for the last four years. I have pulled apart and analyzed Reston Hospital Center’s scores in a hundred different ways to find opportunities for improvement. At the end of the day, all that matters in achieving good scores is having staff that practices service excellence. Believing it is the right way to do things, and having a leader that supports and helps them along the way. Reston Hospital Center’s Medical Unit is a prime example. They are a fantastic group of nurses, probably one of the most experienced in the hospital, and yet they struggled to raise their scores out of the first quartile in patient satisfaction. It made absolutely no sense…..these are high performers, extremely seasoned, and honestly, just super nice people that truly believe in the art of nursing.

Recently, there was a change in the department. The first responses for this quarter are in and the Medical Unit’s scores are in the highest quartile in everything!!! What could’ve changed you may ask? Well, Ann Burridge recently stepped into the Interim Director of the Medical Unit role. Now, will they sustain it? Was it a fluke? Did this outstanding group of nurses do something different??? We will see, but whatever they are doing it is working.

I would be remiss if I did not recognize how well Mother/Baby and the Surgical Unit are holding their own, along with PCU who I know will rebound. Our Mission Statement, A Passion for Excellence. Compassion for You., is alive and well through the practice of service excellence on these nursing units and our patients, physicians and I are extremely grateful.

Cindy Glover, RN
Chief Nursing Officer
Reston Hospital Center

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