Patient Experience Week is April 22-26, and Parkview’s award-winning care all begins with our dedication to providing excellent service to our patients. In 2002, Parkview Ortho Hospital (POH) became the first specialty hospital in northeast Indiana solely devoted to providing excellent orthopedic care. Here’s how POH creates an excellent patient experience while remaining at the forefront of orthopedic care.
No. 1 - We make the patient experience personal.
Our patients are at the heart of everything we do. We recognize that patients have a choice when it comes to healthcare, so we strive to create a superior patient experience at POH.
Let’s face it – no one “wants” to have surgery. It can be a confusing and scary experience. But that’s why every patient is paired with their own individual nurse care coordinator who takes the time to talk to each patients, gets to know them personally and understands their health history. Our care coordinators also set up clearance and pre-admission testing in order to make it a seamless experience.
No. 2 We know that education leads to success.
Parkview Ortho Hospital is dedicated to making sure our patients have the education needed to achieve the best outcomes. Our Patient Educators are dedicated to providing everything you need to know prior to and after a surgery. For example, our total joint and spine patients receive an educational binder equipping them with all the information needed to prepare for surgery. Our patients also are asked to choose a “coach” – someone who will attend pre-operative educational classes with them, help them at home after surgery and get them to therapy and follow-up appointments.
You play an important role in your own success. We do everything we can to provide the information and education you need to prepare for surgery and what to expect after surgery, all with the goal of achieving the best possible outcomes.
No. 3 – Our staff provides friendly, personal care.
Our care coordinators play a key role in providing personal care by building a bond with each and every patient. But our Guest Services and pre-op staff are also friendly and helpful, welcoming patients, family members or friends visiting Parkview Ortho Hospital. There’s nothing like a great smile and warm greeting when you walk in the door of our facility.
Excellent customer service goes beyond a great smile though – it’s about the commitment to patient-centered care and making patients, family and friends feel at home.
No. 4 – Our staff is trained in excellence.
At Parkview Ortho Hospital, all surgeries are conducted by board-certified specialists from Ortho Northeast (ONE). Anesthesia is provided exclusively by SurgeryONE Anesthesia (SOA), a team of experts at providing anesthesia using specialized techniques to reduce pain post-operatively. All of our staff are orthopedically trained in surgical techniques, diagnostic imaging, post-operative care, and physical and occupational therapy.
No. 5 – We value and act on patient feedback.
We have dedicated staff members who contact patients after surgery to ensure they’re recovering well. This provides patients an opportunity to ask questions and receive follow-up. Our patients are also randomly surveyed by a third-party company to measure service excellence.
By measuring patient experiences, it highlights the areas that we excel in and helps us act on areas that need improvement. Parkview Ortho Hospital also has a Patient Advisory Council consisting of staff, leaders and former patients that review data and make suggestions as needed.
We place high value on patient perception and how patients rate service excellence, reflecting our willingness to make changes when we need to improve patient experiences. Training on service excellence gives our staff the knowledge and tools to continually improve the patient experience, improve outcomes and keep patients at the forefront of our practice.
