Lehigh Regional Medical Center has been in Lehigh Acres for many years serving the community. Over the years, there have been peaks and valleys in regards to the area support of the facility.
I came to Lehigh Regional Medical Center over three years ago and it has been my goal to improve the care first and foremost, and have the community feel that the hospital has improved.
We have seen this as evidenced by the national reporting of Core Measures and the patient perception scores or "HCAPS." These are federally mandated reports that are produced every quarter.
It is obvious that Lehigh Regional exceeds many areas of quality care. This can be seen on: www.medicare.gov/ hospitalcompare website. On this website you will see that Lehigh Regional exceeds many quality scores of other health systems in our area.
We are always working to increase the quality scores and along with that, we are striving to improve the perception of the patients. This is known as "HCAPS" and is the measurement of the perception of care they receive.
Lehigh Regional Medical Center works very diligently to exceed their patient's satisfaction and ultimately change the perception of our facility.
We have a unique program to help exceed their patient's expectations. It is called the Patient Ambassador program. It has been in existence since 2012 but continually has changed to meet the needs of the patients.
The program has several key staff members that are called patient ambassadors. Every morning they are assigned new admissions and they are the patient's ambassador throughout the patient's hospitalization.
The ambassadors have business cards that are given to the patients with their picture and phone number on it so that the patients can contact them at any time throughout their stay. If the patient is transferred throughout the facility then the ambassador is still assigned to assist them with any needs.
It is the expectation that the ambassador helps all the staff involved in the care of their patients to exceed everyone's expectations. Lehigh Regional also has a patient advocate available, who also works with the ambassadors on any patient issues.
It is my hope that every patient lets us know how we are doing by filling out the survey they receive after leaving the hospital.
We want to hear if we are great or if we need to improve in some areas. We want to change the perception of Lehigh Regional and for everyone to be proud that we have this great facility for healthcare in our community.
That has been my goal and will continue to be my goal. I am proud of what we do every day and I want everyone else to feel the same.
Joanie Jeannette is the chief executive officer at Lehigh Regional Medical Center.