News & Events

Backus, Windham hospitals win three awards in patient experience competition

April 18, 2014

When it comes to enhancing the patient experience, Hartford HealthCare’s East Region is leading the way.

Backus and Windham hospitals took home three of seven awards during the second annual Patient Experience Collaborative held at Hartford Hospital on Friday, April 11. The event showcases best practice and innovation in improving the patient experience across Hartford HealthCare (HHC).

Lisa Hageman’s team from Backus’ A-3 Medical/Surgical Unit was the first place winner in the “Innovations” category for their abstract “Clinical Redesign: Achieving Top of License Practice,” which detailed the initiative that has transformed the A-3 Unit at Backus by bringing nurses back to the bedside, utilizing their critical thinking skills and pairing them with patient care technicians (PCTs) to improve patient satisfaction, staff satisfaction and quality — while at the same time significantly reducing the cost of care delivery.

Michael Smith’s team from the Backus Pharmacy won runner-up in the “Improved Transitions of Care” category for their abstract “Discharge Medication Management,” which reviewed and identified ways to better coordinate the discharge medication process at Backus. Windham Hospital chaplain Mary Horan and her team were awarded runner-up in the “Enhanced Patient and Family Centered Care” category for their abstract on the creation of the “Care Partner” pilot program that encourages a patient to select a friend or family member to take a more active role in the patient’s care while hospitalized.

“It’s a great opportunity for staff from the East Region to reflect on all of the great work they’ve done over the past year to improve the patient experience,” said Lauren Mallozzi, regional manager, Patient Experience. “From clinical care, community education, quality, and volunteer services, it’s important to recognize all of the work that might, at times, go under the radar but really has a profound impact on our efforts to enhance patient-centered care.”

In all, 18 of the 44 abstracts submitted came from Backus and Windham hospital staff. Projects were judged by a panel consisting of representatives from throughout HHC including staff, board members and family advisory council members.