Hotel Dieu Hospital declared top performer in day surgery services

(Kingston, ON, Nov. 19/2013) Hotel Dieu Hospital has been declared the top performer among Ontario hospitals when it comes to patient satisfaction with day surgery services.

One hundred per cent of patients surveyed by National Research Corporation Canada (NRCC) between April 1, 2011 and March 31, 2012 rated their overall care in Hotel Dieu’s day surgery unit as “good,” “very good,” or “excellent” when asked how they would assess the quality of care they received during an overnight stay.

Hotel Dieu topped a list of small, large, academic and community hospitals—28 in total—that regularly use the NRCC survey to measure patient experience and to learn how they can enhance overall patient care. Last year, the hospital recorded 7,252 day surgery patient visits across six services including orthopedics, ophthalmology, plastics, general surgery, ear/nose/throat and dental procedures. Of that number, 800 patients had an overnight stay.

The perfect score comes as no surprise to 63-year-old Tom Greenlaw. After his two-night stay in the hospital for a total knee replacement, he had nothing but praise for the “extreme professionalism” of everyone connected with his short-stay surgical visit.

“I’ve had other hospital experiences but nothing that compares to Hotel Dieu,” he says.

“From the moment you register, everyone is extremely caring and focused on the patient. Whatever role they have—porter, registration clerk, surgeon, nurse or physiotherapist—you can tell that everyone involved in the day surgery area enjoys and takes pride in their work. It’s a positive, confident environment. You can really feel it.”

“We’re very pleased to be identified as a top performer by our patients,” says Dr. David Pichora, CEO of Hotel Dieu. “We take the patient experience seriously and that attitude is reflected in this report.

“The result also speaks to the importance and effectiveness of the skilled interprofessional team that works in day surgery. Every member of that team is committed to providing patients with the best care experience possible.”

This is the second time in two years that Hotel Dieu has ranked number one in patient satisfaction for its services. Last year, in an NRC Picker Canada survey, the hospital’s Urgent Care Centre was declared the top performer among Ontario teaching hospitals in the category of patient satisfaction with urgent care/emergency services.

Hotel Dieu Hospital is the ambulatory care teaching and research hospital for Kingston and Southeastern Ontario, affiliated with Queen’s University. We provide expert care to more than 500,000 people in the region through specialized programs including pediatrics, medicine, ophthalmology, cardiology, surgery, mental health, oncology and urgent care. We deliver quality, safe health care, while advancing innovative research and educating the health care professionals of the future. Leading the transformation of ambulatory care

L'Hôpital Hôtel-Dieu est l'établissement de soins ambulatoires universitaire pour Kingston et le Sud-Est de l'Ontario affilié à l’Université Queen's. Il fournit des soins spécialisés à plus de 500 000 personnes de la région. Parmi ses services spécialisés, mentionnons les services de pédiatrie, de médecine, d’ophtalmologie, de cardiologie, de chirurgies, de santé mentale, d’oncologie et de soins d'urgence. L'hôpital fournit des services de soins de santé sûrs et de qualité tout en menant des recherches novatrices et en formant les professionnels de la santé de demain. Chef de file pour la transformation des soins ambulatoires

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