When patients complete an appointment (including telemedicine), a procedure or an inpatient stay at U-M Health, they may receive a survey asking for feedback on their health care experience. Annually, U-M Health sends approximately 870,000 surveys and has an overall response rate of 20%. That means more than 174,000 patients are eager to provide feedback.
The surveys include questions about the facility, interactions with staff, communication with the provider, communication with nurse and their overall feedback about the experience. Depending on the survey (whether it is inpatient, emergency or outpatient/telemedicine), they will be asked about “overall rating of care” or “willingness to recommend” the U-M Health.
A job well done
For those units and clinics that score above the 75th percentile for “Overall Rating of Care” or “Likelihood to Recommend,” U-M Health leadership has a quarterly recognition program. Units and clinics who achieve this recognition will receive a poster for their first time and stars for each subsequent quarter.
“Patients are often here for four or six weeks at a time so it’s important to never lose sight of the fact that each one of these patients has a full and fascinating life outside of the hospital that they had to step away from to come here and be with us,” said Emily Levin, B.S.N., R.N., a staff nurse on Adult Hospital 7W unit. This unit has achieved 99th percentile in “Overall Rating of Care.”
“Every interaction is an opportunity to bring that patient’s life into the room and connect with them and make them feel like they are more than just our patient,” Levin said.
“Every interaction is an opportunity to bring that patient’s life into the room and connect with them and make them feel like they are more than just our patient,” Levin said.
The percentile ranking is based on patient experience surveys conducted by Press Ganey, the U-M Health’s survey vendor.
The percentile ranking is based on patient experience surveys conducted by Press Ganey, the U-M Health’s survey vendor.
Achieving a top quartile ranking means that the unit/clinic is nationally ranked in the 75 percentile or higher for providing the similar type of service compared to other organizations nationally. Those units and clinics identified in this article are exceeding the goal of the 75 percentile.
Achieving a top quartile ranking means that the unit/clinic is nationally ranked in the 75th percentile or higher for providing the similar type of service compared to other organizations nationally. Those units and clinics identified in this article are exceeding the goal of the 75th percentile.
“Because we are a smaller unit (Unit 8E), it's very important that we focus on teamwork in order to achieve a higher level of care. We all work together to make sure that a patient’s care is taken care of,” said Cierra Castillo, patient care technician on 8E at University Hospital. This unit achieved 99 percentile for “Overall Rating of Care” for the second quarter.
“Because we are a smaller unit (Unit 8E), it's very important that we focus on teamwork in order to achieve a higher level of care. We all work together to make sure that a patient’s care is taken care of,” said Cierra Castillo, patient care technician on 8E at University Hospital. This unit achieved 99th percentile for “Overall Rating of Care” for the second quarter.
U-M Health BASE strategic priorities
For fiscal year 2023, U-M Health president David Miller, M.D., M.P.H., outlined new priorities under the strategic framework BASE, which represents Belonging and Inclusion, Access, Safety and Quality, and Experience.
Under the Patient “Experience” category, the goal is for at least 45% of U-M Health units and clinics to achieve the 75th percentile for the patient experience metric of “Likelihood to Recommend” or “Overall Rating of Care” based on service.
Congratulations to all involved in reaching this goal, as U-M Health is now at 45.6% of units and clinics at or above 75th percentile!
The chart below outlines the goals for FY23 – FY25.
Experience Priority: Improve patient experience based on overall rating of care
- FY 23 Target: 45% or more units achieving top quartile performance
- FY 24 Target: 53% or more units achieving top quartile performance
- FY 25 Target: 60% or more units achieving top quartile performance
Thank you to all multidisciplinary teams in the units and clinics that have achieved top quartile performance.
The feedback from your patients and families rates you among the best in the nation. Your efforts to provide the safest care with the highest quality that is patient and family centered built on a foundation of a thriving, inclusive workforce is appreciated!
Working together, we will continue to build our BASE and grow.