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. At Penn Medicine, we strive to deliver not just outstanding customer service but perfect care.
Established Guidelines for Treating Patients
Our interdisciplinary teams are ready to provide comprehensive medical attention to their patients the minute they walk through the hospital door. We achieve 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, we raise the bar by following expected industry protocol and 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. We continuously stay abreast on Joint Commission standards and processes policies and procedures to ensure it remains in compliance. Most recently, we earned an Advanced Heart Failure Certification from Joint Commission, which is an achievement that signifies our commitment to provide better outcomes for patients in our heart failure program. We are also proud that 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, U.S. News & World Report continuously ranks us a Top U.S. hospital.
To ensure we deliver 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 us to build teams of hospital employees at various levels of patient care to implement best practices and resolve existing patient care issues where needed. Our UBCL teams work hard to refine 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, our teams continuously look at data to determine what areas could use additional improvement.