A diagnosis of cancer can cause fear, hopelessness and a feeling of loss of control for patients and their loved ones.
The CTCA philosophy of the Mother Standard® of care assists those living with cancer, not only with their cancer treatment, but in their fi ght for life. Our goal was to focus on the ways in which we provided structure, distraction, and hope to our patients in order to help patients maintain their humanness while fi ghting cancer.
Net Promoter Score (NPS®) is a measure of performance at CTCA. The score is essentially the proportion of customers that will recommend a company (Promoters) minus those who would not (Detractors). NPS= (Percent of respondents with a recommend rating of 9 or 10) minus (Percent of Respondents with a recommend rating of 0-6)
*The scale for recommend is 0-10
- Hospital Environment
- Hospitals do not look, smell like hospitals (patient choices, de`cor)
- Activities (pet therapy, massage, classes, arts and crafts etc.)
- Culinary Enhancements
- Family members staying with inpatients
- Piano Man (plays in the main lobby)
- Excursions and Events
- Movie Nights
- Magician
- Puzzle Man
- Caricaturist
- Strictly limit use of over head pager
(reduce noise)
- Salon Services
- Qi Gong
- Bingo
- Book Sales
- Dependable frameworks geared toward patient convenience
- Structure provided them with something to count on, something to plan around and to hold on to as a "known"
- "Care Teams" coordinating the care of each patient
- Stress Management and Forgiveness Program
- Honesty and clear expectations
- Education
- Participation in their own treatment
- Sense of purpose
- Care team
- Family involvement
- Assistance In Healthcare (AIH) - provided funds to patients for non-medical related expenses such as electricity, mortgage, car payments, etc.
- Financial Counseling
For more information please contact:
Colleen Orlick
Lean Operations/Lean Six Sigma Manager
Colleen.Orlick@ctca-hope.com
