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K O O T E N A I H E A LT H
AWA R D E D G O L D
I N N O V AT I O N AWA R D B Y
P R E S S G A N E Y
By Andrea Nagel
Kootenai Health
was awarded the Gold Innovation
Award from Press Ganey for Improving Patient
Experience by Serious Game Strategy. Kootenai was
selected from more than 50 submissions nationwide for
the award.
“Providing an exceptional patient experience at
Kootenai Health is our highest priority,” said Joan Si-
mon, Kootenai Health Chief Nursing Officer. “Kootenai
Health leadership developed a strategic plan to address
lower than desired patient satisfaction scores. Engaging
our unit managers has been key to our success. Intro-
duction of the Patient Experience Challenge has been a
fun, innovative way of accomplishing our goal.”
The “Patient Experience Challenge” was developed
and implemented in April 2015. To test the challenge,
hospital units first focused on one area of improve-
ment, communication with nurses. Unlike other friendly
competitions or incentives designed to meet short-term
goals, the Patient Experience Challenge was developed
A P P L Y W I T H I N !
Know someone looking
to join a compassionate, innovative care team?
Visit
KH.org/careersfor a complete list of job
openings.
Derek Andersen, nurse
manager at Kootenai
Health, pictured with
Julie Lowe, RN, works
closely with his team
to establish strong
communication with
their patients.
to last over time and evolve to move participants to
higher levels of competency and skill.
Applications for the Innovation Award were reviewed
by an independent panel identified by Press Ganey us-
ing scoring criteria that include:
◗
◗
Degree of actual improvement
◗
◗
Scope of change
◗
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Degree of innovation
◗
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Ability to spread the idea externally
◗
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Nature of barriers that had to be overcome
Innovation Awards were given at the Gold, Silver, and
Bronze levels, as well as honorable mention. Kootenai
Health received the Gold Innovation Award due to the
high level of creativity and degree of improvement.
“It’s exciting to see our strategy be successful,” Joan
said. “Managers began to engage by reviewing and
monitoring their communication quality scores and
sharing them with their staff. Each unit’s methods of
communicating with patients were improved.”
Go for the Gold!
KH . ORG
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