Service Pillar Winners

Individual

Javier Ochoa, Sharp Grossmont Hospital

Javier played a key role in launching The Sharp Experience and Insight Centers — the first hospital command center in San Diego County. He was the lead for all aspects of the project, serving as the project manager and lead end-user developer. He created a system to monitor and provide real-time response to data, allowing the on-site patient-experience team to address patient level and hospital wide issues, ensuring an efficient and positively memorable experience for all.

Team

OB/GYN Unit Practice Council and Volunteer Services, Sharp Grossmont Hospital

To help underserved families feel more prepared to care for their newborns and themselves after discharge, this team planned and hosted the first-ever Sweet Start Baby Shower. They engaged employees, physicians and volunteers, who contributed enough baby items to fill 100 diaper bags for future families. As a result, the unit saw an increase in their HCAHPS scores, as patients positively responded to the question, “Did the hospital team talk with them about help needed after their hospital stay?”

Department

5 West, Sharp Memorial Hospital

This department instituted two new practices, shifting from a “task-focused” to a “connection-based” approach. By implementing the “Sit, Look and Listen” initiative, nurses took three minutes to intentionally sit with patients and talk about something other than the patient’s health problems to connect on a personal level. Additionally, the department created customized educational leaflets to help answer questions and put patients at ease prior to their procedures. These measures improved the department’s nurse-to-patient communication HCAHPS score, with results in the 90th percentile.