Hartford Business Journal

www.HartfordBusiness.com • February 5, 2018 • Hartford Business Journal 21 SPONSORED CONTENT Continued > M ost consumers say they can recognize a good value when they see one, yet this seemingly simple concept becomes far more complex and subtle in the realm of health care. "At Saint Francis, and across all of Trinity Health Of New England, we are focused on delivering the value component of health care by providing the best outcomes with regard to quality of care and the best patient experience, at a reasonable cost," states hospital President John F. Rodis. "It's a strategic priority for us to improve the overall patient experience." These comments re ect "Triple Aim," a health care framework developed by Don Berwick, founder of the Institute for Health Improvement (IHI). The IHI Triple Aim states that the U.S. health care system must pursue three distinct objectives simultaneously: to improve the experience of care (including quality and satisfaction), improve the health of populations and reduce per capita costs of health care. According to Berwick, "The best changes are synergistic; each is a piece of the greater whole, aimed at integrated, patient- centered care." Saint Francis and its sister hospitals in Waterbury and Stafford Springs, Connecticut, and Spring eld, Massachusetts, are progressing on all three fronts. "The patient experience begins well before a person enters our doors," according to Dr. Rodis. "It includes every patient touchpoint along the continuum of care—from the experience navigating our website for directions and parking information to discharge and post-hospital care. Our work is to optimize each and every step along the way." "The primary metric used to measure patient experience is how likely patients are to recommend their hospital," says Anne York, regional director of patient experience for Trinity Health Of New England. Following their discharge from Saint Francis, patients are asked to participate in a national survey that asks about their experiences during their stay. According to recent HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) results, when asked if they would "de nitely recommend Saint Francis," 83 percent of patients responded "Yes;" compared with a state average of 71 percent and a national average of 72 percent. "Over the last decade, Saint Francis has moved from being in the middle of the pack to being consistently in the top two hospitals in the state," notes York. "We're delivering on our promise to be high quality at a lower cost." Another aspect of this success, according to Regional Chief Quality Of cer Jim Tucker at Trinity Health Of New England, is the hospital's focus on improving quality, safety and ef ciency by becoming a high-reliability organization. " " "We are focused on delivering the best outcomes with regard to quality of care and the best patient experience, at a reasonable cost." – John F. Rodis, M.D., M.B.A., President, Saint Francis Hospital and Medical Center www.HartfordBusiness.com • February 5, 2018 • Hartford Business Journal 21

• Cover