Raising the Bar Even Higher

Partners—November 16, 2011   

Even a facility that has risen to the top of the Press Ganey all-facility database for “likelihood to recommend” can’t rest on its laurels for long. The Hospital for Special Surgery (HSS) in New York has seen a surge in surgical volume in the past three years (up 30%), and the challenge has been to balance growth with meeting its goal of continually elevating the quality of service provided to patients and visitors.

Based on patient feedback and a review of emerging best practices, hospital leaders knew that taking an interdisciplinary approach toward communication and coordination of care was the most strategic approach to meeting that challenge.

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