Individual

Dr. Roxanne Hon, Sharp Grossmont Hospital

As the former medical director of Rehab, Dr. Hon provided medical and administrative oversight of patient care and served as a role model to create the best experience for team members, patients and their families. Dr. Hon treats everyone with respect, supports team decision making and engages staff to "paint a picture" in their documentation to ensure patients' needs are understood and appropriate care is provided. Under her leadership, patient satisfaction and employee engagement continue to be in the top decile.

Team

6 North Pain Management, Sharp Memorial Hospital

This team engaged staff and patients to develop a patient-centered approach to improving pain management. Utilizing the "voice of the customer" and Lean methodology, the team developed a visual pain management plan of care that includes the patient and family, and aids open communication, which has improved pain management and patient satisfaction. These efforts led to an increase in patient satisfaction on the HCAHPS pain management questions from 76 percent to 96 percent.

Department

Pulmonary Services, Sharp Memorial Hospital

This department developed a four-phase "Patient Empowerment" program, which provides proactive chronic case management and coaching support for inpatients experiencing respiratory impairment related to COPD. The program has an interprofessional team approach and is integrated with the American Lung Association's Better Breathers Club. Coaches provide individually tailored, evidence-based plans to build rapport, engage patient and facilitate patient activation and empowerment. This program helped reduce readmissions for Medicare COPD patients from 27 percent to 11 percent.