June 2015
Adoption of AHRQ’s TeamSTEPPS® patient safety training program at the 233-bed Northern Westchester Hospital in Mount Kisco, New York, has enhanced communication and teamwork among clinical teams and improved patient satisfaction. Patient views were measured by AHRQ’s Hospital Consumer Assessment of Healthcare Providers and Systems Survey 
(HCAHPS®).
(HCAHPS®).Maria Hale, M.B.A., the hospital’s vice president of patient and family advocacy, said the hospital has conducted the HCAHPS survey since 2006. It’s been a “highly useful” tool, she said, to gauge how well the hospital is meeting patients’ expectations about their care.
Ms. Hale emphasized the importance of effective communication among patients and medical and nursing staff—a major focus of the HCAHPS survey. “Mutual dialogue allows the health care team to identify gaps, barriers, or concerns from the patient and family caregiver perspectives,” she said. Hospital staff can then address those issues before they leave.
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