University of Pennsylvania Health System

What is “Perfect Care”?

As a consumer, you expect outstanding customer service at any establishment you visit. This expectation is still the same, if not greater, when it comes to your health. Penn Medicine strives to deliver not just outstanding customer service but perfect care.

Established Guidelines for Treating Patients

Penn’s interdisciplinary teams are ready to provide comprehensive medical attention to their patients the minute they walk through the hospital door. Penn achieves this by following a set of recommended interventions provided by the Centers for Medicare and Medicaid Services (CMS) and The Joint Commission (TJC), both of which rank hospitals.

CMS rates hospitals on a set of core measures and sub core measures. These measures are looking for how a hospital treats a patient who arrives with a heart attack. CMS looks at how quickly the patient receives medication, how much medication was given, and what else was done to help the patient. Every core measure and sub core measure have recommended interventions. For the most part, hospitals tend to follow basic protocol such as administering medication and stabilizing the patient. However, Penn raises the bar by not only following expected industry protocol but meeting the recommended interventions as set by CMS.

Similarly, the Joint Commission accredits and certifies hospitals across the nation on performance that meets set standards in patient care. Penn Medicine continuously stays abreast on Joint Commission standards and processes policies and procedures to ensure it remains in compliance. Most recently, Penn Medicine earned an Advanced Heart Failure Certification from Joint Commission, an achievement that signifies Penn’s commitment to providing better outcomes for patients in its heart failure program. Penn is also proud that one if its hospitals, the Hospital of the University of Pennsylvania, was the first in Philadelphia to receive Advanced Certification in Ventricular-Assisted Devices from the Joint Commission.

Penn’s Commitment to Delivering Perfect Care

Perfect Care means that patients who entrust their care to Penn will receive 100 percent of the CMS recommended interventions every time while in the hospital.  It is for this reason, among others, that Penn Medicine continuously ranks as a Top U.S. hospital per the U.S. News & World Report.

To ensure that Penn delivers perfect care on all units, teams of physicians, clinical leaders and quality control managers work together to streamline patient care using a Unit-Based Clinical Leadership (UBCL) model. This model functions by allowing Penn to build teams of hospital employees at various levels of patient care to implement best practices and resolve existing patient care issues where needed. Penn’s UBCL teams work hard torefine workflow processes that ensure patients are receiving perfect care.

While perfect care may seem like an ambitious goal, it is one that is being realized everyday at Penn. Through the Perfect Care model, Penn’s teams continuously look at data to determine what areas could use additional improvement.