HOSPITAL NEWS Hollywood ranked number one for patient satisfaction in national survey 6 TRW SPRING 2013 Revolutionary procedure performed by Gold Coast doctor Pindara accredited on all Ten National Standards Hollywood Private Hospital was placed first in a national survey of patient satisfaction in the category for private hospitals with over 300 beds. Hollywood achieved the highest ranking within this group for the two quarterly surveys October–December 2012 & January–March 2013. In fact, Hollywood has been number one in five of eight surveys from 1st May 2011 to 31st March 2013 conducted by Press Ganey, a world leader in organisational performance measurement. The Hospital’s Quality Manager, Cheryle Poultney, said the survey process provides an important feedback mechanism by which the Hospital can identify priority areas in its efforts to continuously improve patient care. “Hollywood has set targets for all areas of customer satisfaction to be in the 90th percentile,” said Ms Poultney. “The survey helps us measure our level of achievement in meeting these targets. It also identifies issues in particular areas which we can look at more closely in order to make specific changes. “The latest results show us the changes we have implemented at ward level have been consistent and are having an overall positive effect on the quality of our patient service.” Hollywood first partnered with international research company Press Ganey in 2001. In 2006, the hospital moved to a process of continually assessing patient feedback to ensure patient care is evaluated throughout the year. In 2008, Hollywood embarked on a hospital-wide ‘Amazing Service’ strategy aimed to position the hospital as the leading provider of customer service in the national private hospital sector. Hollywood Chief Executive Officer Peter Mott said the strategy has been successful because of the hospital’s highly skilled and committed staff. “Hollywood has been able to develop and sustain an enviable reputation for high-quality care and service,” said Mr Mott. “We have managed to achieve this because our staff value patient care and service above all else. “I am extremely proud of the achievements of our staff, and of the benefits this brings to our patients.” Over the past several years, Hollywood has received numerous awards in recognition of its excellence in a range of areas, including workforce training and development. The birth of a baby is one of life’s most treasured experiences but for some this can be an insurmountable challenge. Hundreds of women in Australia are born without a uterus and several thousand other women lose their uterus due to bleeding or cancer. The only hope for these women is a uterus transplant or surrogacy. However, the latter is not without legal, religious and emotional concerns. Dr Ash Hanafy, Obstetrician & Gynaecologist at John Flynn Private Hospital together with Dr Mats Brannstorm (Swedish-based Professor of Gynaecology & Obstetrics) has been researching this procedure for over ten years and performed the world’s first uterus transplant in Sweden in 2012. Since then, the team has performed transplants on 5 Swedish women, all of them mother to daughter transplants, with the first transplant patient due for IVF in September this year. All patients have frozen embryos prior to the transplants and they remain under surveillance for twelve months before IVF is attempted. Dr Hanafy said all the patients are doing well. “They are under constant investigations to check the uterus and there have been no signs of uterine rejection”. Since the first transplant procedure was performed in 2012, the surgical team has now perfected the transplant surgery. Dr Hanafy said he was excited to continue this groundbreaking surgery and with further support from the University of Sahlgrenska in Sweden another three women are planning on having transplant surgery by the end of 2013. Pindara Private Hospital was the first Queensland private hospital to gain accreditation on all 10 of the new National Safety and Quality Health Service (NSQHS) Standards. The NSQHS Standards are mandatory and were introduced to provide a nationally consistent statement about the level of care consumers can expect from health services. There are 256 actions in the new Standards. Each action within a Standard is designated as either Core – actions which are critical for safety and quality and must be met; or Developmental – areas where activity is required, but the action does not need to be fully met to achieve accreditation. There are 209 core actions and 47 developmental actions. After three intense days of auditing from the 1 to 3 July 2013, and on the first attempt, Pindara was found to have met all 209 core and all 47 developmental actions. The Hospital also achieved a “Met with Merit” in relation to Pindcast, a new innovative education initiative developed within the Hospital. A “Met with Merit” designation is rarely given out and came as a “bonus” achievement for the Hospital. Patient, Reginald Crabb (right) with CEO Peter Mott (left) & staff from Hollywood’s Gosse Ward Dr Ash Hanafy & the surgical team Recycling at its best An old theatre light taken out of Shepparton’s theatres has been turned into a coffee table by Ramsay’s Victorian Development Manager Mike Pain. It now sits in Ramsay’s Melbourne headquarters.
The Ramsay Way Spring 2013
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