Adelante Healthcare has grown rapidly in order to meet the primary healthcare needs in Maricopa County, Arizona. Triggered by this rapid growth, the Adelante leadership team identified a need to launch a strategy that would align new facilities, programs, services and people with their commitment to provide extraordinary patient care, an outstanding patient and family experience, and effective education for patients, employees and the community—all through a patient-centered delivery system that improves overall community health.
Before Southeastern Health began its partnership with Language of Caring®, they had engaged the Studer Group for eight years to help them transform the patient experience. After significant strides, leaders felt that they hit a wall with their CAHPS scores and quality metrics, and they saw an increase in patient grievances as well. Leaders decided to take action to break through that wall to achieve further improvement in the patient and family experience. Also, recognizing that employee engagement is a powerful driver of a positive patient experience, they sought to strengthen engagement, collaboration and teamwork.
In 2014, leaders at Wentworth-Douglass Health System identified patient experience improvement as a central goal for the primary and specialty practices within Wentworth Health Partners. Many of their medical practices’ patient satisfaction survey scores (CG-CAHPS and Press Ganey) were below the 80th percentile target. Also, staff efforts to provide service recovery failed to turn unsatisfied patients into satisfied and loyal ones. Language of Caring was instituted at Wentworth Health Partners in 2014.
