"St. Thomas Midtown: Increased patient satisfaction by 30% and improved safety by 69%."

Enhancing Safety and Satisfaction through EVS Excellence at St. Thomas Midtown

Overview
St. Thomas Midtown (formerly Baptist Hospital in Nashville, TN) partnered with main principal of EVS Excel Group to address several operational challenges, including low patient satisfaction, employee retention issues, and a high rate of safety incidents. The facility also needed help in executing company initiatives and sought to become a regional leader in safety and satisfaction.

Challenges

• Patient satisfaction scores were lower than desired, reflecting inefficiencies in service.

• High rates of safety incidents were affecting both staff and patients.

• The facility struggled with implementing company-wide initiatives and programs due to operational gaps.

Solutions Implemented by Our Main Consultant
The main consultant worked with St. Thomas Midtown to implement:

• Comprehensive safety training programs, with a focus on reducing incidents and creating a culture of safety awareness.

• Leadership development and staff training initiatives, aimed at increasing patient satisfaction and improving internal communication.

• A disciplined approach to the execution of all company programs, ensuring 100% compliance with best practices and protocols.

• Employee engagement strategies designed to improve retention and create a more motivated workforce.

Results

• 69% Improvement in Safety Incident Rate: The disciplined execution of safety protocols led to a dramatic reduction in incidents, establishing the facility as a safety leader in the region.

• 30% Increase in Patient Satisfaction Scores: By enhancing operational efficiency and focusing on employee engagement, the main consultant helped improve the patient experience significantly.

• Improved Employee Retention by 36%: Focused employee development and engagement strategies led to higher retention rates, stabilizing the workforce and enhancing service delivery.

• Internal Customer Satisfaction Increased from 3.8 to 4.3: our main consultant’s initiatives also had a positive impact on internal customer satisfaction, with higher scores reflecting improved service across the facility.