Executive Perspective

Headshot of Lyn Ketelsen

Keeping score helps HCA Healthcare find new and innovative ways to improve patient care

When someone says they want to “know the score,” that usually means getting information about the situation at hand. That’s certainly true in healthcare, where HCA HealthcareHPS scores tell a hospital what its patients think of the care they received.

These results do everything from offering a look at how effectively we are providing care to setting reimbursement rates, so they are hugely important. That’s why HCA Healthcare invests a great deal of time and resources into getting this information into the hands of clinicians and caretakers. Nobody knows your facility better than you do, and when you see areas of opportunity and improve them you create the best, most innovative solutions.

That’s one reason why HCA Healthcare will be focusing on the best ways to share information and best practices in order to progress in areas that might need some attention, and to continue to improve care and service that are already excellent. Our size and scope mean that we have thousands of talented people who can — and regularly do — provide us with great ideas on how to improve the patient experience. Now we are focusing on the best ways to harness that ingenuity, and share it across HCA Healthcare. Have a great idea? Use the link in HCA HealthcareHPS: What does it mean to you? to share it with us online.

As far as innovation at HCA Healthcare goes, we have a lot more to talk about. Be sure to read about employee rounding in Quality Conversations. Rounding is a practice that encompasses everyone, and is designed to help us put our best foot forward by sharing information on what’s working, and what’s not, so we can improve. Rounding makes sure that every employee knows that he or she is heard, and that all suggestions, even the ones we can’t act on right away, have value.

Also in this issue, learn in Creating the Environment about how HealthTrust makes sure that all HCA Healthcare hospitals and facilities have the best, most environmentally friendly cleaning supplies and other materials. HCA Healthcare hospitals work with their communities in so many ways, and ensuring that we have a cleaner environment today and tomorrow is just one way that we can give back to the people who trust us with their healthcare.

Speaking of giving back, it’s no secret that HCA Healthcare employees are incredibly generous. Whether it’s helping a coworker in need, donating to the HCA Healthcare Hope Fund so that all employees can access funds in an emergency, or traveling across the world to make life better for communities that have very little, our people show just how much they care, and how far they are willing to go, every day. Enjoy just a few of their stories in HCA Healthcare Gives Back.

And where would we be without well-trained physicians? HCA Healthcare is leading the way with its physician training program, which puts us at the forefront of educating the next generation. Read all about it in Teachable Moments.

One common element in these stories, and those you read on our HCA Healthcare Today blog and on Atlas, is the focus on achieving goals and providing the best patient experience possible. This dedication to excellence is what sets HCA Healthcare apart, and it’s why we continue to introduce initiatives that will help us do our jobs better and more efficiently while also giving our patients those “wow” Mission Moments. Thank you for all that you do for HCA Healthcare every day.


Lyn Ketelsen

About HCA Healthcare

HCA Healthcare, one of the nation's leading providers of healthcare services, is comprised of 183 hospitals and more than 2,300 sites of care, in 20 states and the United Kingdom. Our more than 283,000 colleagues are connected by a single purpose — to give patients healthier tomorrows.

As an enterprise, we recognize the significant responsibility we have as a leading healthcare provider within each of the communities we serve, as well as the opportunity we have to improve the lives of the patients for whom we are entrusted to care. Through the compassion, knowledge and skill of our caregivers, and our ability to leverage our scale and innovative capabilities, HCA Healthcare is in a unique position to play a leading role in the transformation of care.

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