Glendale Adventist Medical Center, a non-profit, 515-bed acute care facility in Glendale, CA, has been a part of the greater Los Angeles community for more than 108 years. Throughout the last century, we have stayed on the cutting edge of the latest advancements in health care. Our mission is to share God’s love in the community by promoting healing and wellness for the whole person. We have been able to do so with numerous certifications and awards from many organizations, such as: Advanced Primary Stroke Center and joint replacement certification from The Joint Commission; the Outstanding Achievement Award from the Commission on Cancer by the American College of Surgeons; Chest Pain Center certification from the Society of Cardiovascular Patient Care; Get With the Guidelines® Gold Plus award and Stroke Honor Roll from the American Stroke Association; STEMI Receiving Center certification from the Los Angeles County Department of Health Services; Blue Distinction Center designation for Cardiac Care and Knee and Hip Replacement, and Blue Distinction Center+ for Spine Surgery from Blue Shield of California and many more.
With this strong foundation in place, we turned our focus to strengthening our quality and patient satisfaction scores. "We have a world-class mission, a world-class facility, world-class associates and world-class doctors," said Kevin Roberts, RN, FACHE, president/CEO of Glendale Adventist. "However, we needed help assembling all these amazing assets and people for world-class results in all significant categories."
This journey to world-class excellence, which we call "Performance at a Higher Level," began with the Studer Group in May 2012. With Studer’s coaching, our leadership team has steadily been "hardwiring" best practices such as AIDET, hourly nurse rounding and leadership rounding, into the daily culture at Glendale Adventist. The results have been immediate and dramatic!
In the early part of 2012, our HCAHPS, ED and other patient experience scores were significantly behind state and national averages. In the 4th quarter of 2012, after our journey with Studer began, our scores skyrocketed into the 70th, 80th and even up to the 100th percentiles. And we have sustained, and improved upon, these amazing results through the first quarter of 2013. Our hospital rating, communication with doctors and nurses are at all-time highs.
In fact, at a recent "Performance at a Higher Level" summit meeting, Quint Studer said, "In the 13 year history of Studer Group, we have never seen a hospital achieve such rapid improvement of their HCAHPS patient experience results as what we’ve seen at GAMC in the last nine months."
Our journey to becoming a world-class hospital is not over, but thanks to the efforts of our associates, physicians and leadership teams, we are well on our way and are deeply honored to receive the Studer Group’s Healthcare Organization of the Month award.