“I am very proud of the results reflected in these Reports,” says Anthony Vines, President and CEO, Ross Memorial Hospital. “For most indicators, we received provincial average performance ratings, which demonstrates that we have achieved the provincial norm. Since we are being compared with other Ontario hospitals, a rating of average represents a very high standard of performance. It is reassuring to know that these reports confirm that we continue to deliver quality patient care. We remain enthusiastic participants in the Hospital Report process, which is voluntary for all hospitals because we recognize that these Reports provide us with an opportunity to demonstrate our ongoing commitment to public accountability and to improving services where possible for patients and their families.”

These Reports assess a hospital’s overall performance during the fiscal year 2001/2002 in four key categories: Patient Care (Clinical Utilization and Outcomes), Patient Satisfaction, Keeping Up With Change (System Integration and Change), and Hospital Finances (Financial Performance and Condition). In each of these four categories, a number of specific indicators were used to measure individual hospital performance, using both a numeric indicator, as well as three performance levels: i.e. above average, provincial average, and below average.

“Our staff and physicians continuously provide quality care and these reports reflect this dedication,” continues Mr. Vines. “For example, in the Emergency Care Report, an above average rating was received in the Patient Satisfaction category, ‘Satisfaction with Waiting Times.’ This means that those patients surveyed were satisfied that the amount of time they waited in our Emergency Department was not excessive.”

“Congratulations and thanks to our Emergency staff and physicians for their efforts in responding promptly to the needs of our patients,” says Lisa High, Program Director, Emergency Department, Ross Memorial Hospital.

“In addition, in the Acute Care Report, we received an above average rating in the Patient Satisfaction category of ‘Housekeeping,’ which stands as a real credit to the housekeeping staff and serves to confirm their commitment to our patients and their families,” continues Mr. Vines.

Ross Memorial also received some below average ratings. However, for many of these indicators, quality improvement initiatives have been put in place since the data was compiled for these Reports (2001/2002). These initiatives will help us to improve on these indicators in future reports.

For example, in the Emergency Care Report, the category ‘Length of ED Stay for Chest Pain Patients Discharged Home’ was rated below average. However, due to the longer travel distances in our catchment area, we tend to keep these patients longer and only discharge them home once it is medically appropriate to do so. Another example is the lack of ‘Satisfaction with the Facility’. This particular category has been rectified as we have already opened the new section of the Emergency Department and are expecting the full Emergency Department to be operational later this summer upon completion of the expansion project.

In some areas, Ross Memorial also received NR (non-reportable) ratings, which means that there is generally not enough data available to register a rating. For example, in the Acute Care Report, we received NR ratings for Hysterectomy, Asthma and Prostatectomy Readmissions. This is due to the fact that Ross Memorial has so few readmissions in these categories that we are excluded from a rating. In fact, our percentage of readmissions is extremely low.

In the Complex Continuing Care Report, under Patient Satisfaction, an NR (non-reportable) rating shows for all categories and this is due to the fact that there wasn’t enough data provided to support findings/results. The NR rating is also found in some categories under the Patient Care section. In both cases, the fact that the Hospital’s complex continuing care patients leave hospital care in a relatively short time reduced the amount of data that could be reported.

“It is reassuring to note that once again an independent external body has assessed our organization and has confirmed that we are providing quality patient care,” says Mr. Vines. “It is also important to note that we are well aware of our areas of improvement in advance of these reports and improvements and changes are already underway. Most importantly, though, it is our staff and physicians who deserve the credit for these positive results, the improvements, and the ongoing dedication to providing quality care and service to our community.”