Inova Fairfax Hospital improves service thanks to patient feedback surveys

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Hospital HCAHPS surveys lead to positive changes in patient care

Patients are pleased with the care they receive at Inova Fairfax Hospital (and the other units housed on the Inova Fairfax Medical Campus like the Heart and Vascular Institute, Women’s Hospital, and Inova Children’s Hospital), according to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys.

Inova has elected to routinely send out HCAHPS surveys to both inpatient and outpatient populations to ensure that we are meeting patient needs every step of the way. These surveys cover various areas of the patient experience, including nurse and physician communication, pain management and discharge instructions.

The scores at Inova Fairfax are currently the highest they have been since 2012 (when this kind of tracking started), says Heather Hunn, Director of Patient Experience. She credits this success to the hospital staff’s continuous efforts to communicate with patients and anticipate their needs.

Leader Rounding

Leader rounding, for example, has helped communication, she explains. This occurs when a nurse or physician leader enters a patient’s room, talks with them about their experience and care, and answers any questions. The leader then conveys the patient’s comments to managers of those areas of the hospital involved with the patient.

Bedside Handoff

Another safety and communication initiative is the bedside handoff — when nurses changing shifts enter a patient’s room together, so the nurse leaving can say goodbye and introduce the new nurse. In general, nurses also are checking on patients more frequently. “We’re doing everything we can to make sure they don’t have to push the call button, because they already have everything they need,” says Hunn.

Inova scores in the top third, led by strong ER performance

Hunn says the Inova Fairfax scores are in the top third, and the Emergency Department in particular is doing well compared to other level one trauma and high-volume emergency departments.  When the ED is doing well, so is the rest of the hospital, she explains. “As a nurse, I want my patients to feel safe and to know that they were communicated with well, that everybody who took care of them did so to the best of their ability, and that they got a quality outcome.”

Inova Fairfax Hospital’s survey scores are part of a third-party database, with scores from about 2,000 other hospitals.

aerial view of the newer part of Inova Fairfax Medical campus, with new patient tower and garage on Wellness Blvd.

6 Comments

  1. Constance on November 20, 2017 at 9:36 am

    On November 15/17. I was admitted to er for foot fracture. the er DR and staff were more concerned about a heart attack that I did not have then the real reason I came to er. The x-ray showed no fracture or any sign of any damage. On the 16, I went to a podiatrist and guess what I have 4 fractures and a torn ligament. I understand soft tissue does not show on x-ray BUT 4 fractures! Come on I have no heart issues I just had a fractured foot and a lot of foot pain and not one person would understand that. Very displeased with the er on the Nov. 15 not to mention computers were done a test results were not finished which made my stay much longer. Maybe my condition was out of their scope to be concerned about it. Also, how could lab computers in sch an advanced hospital go down? I would give that night a -10 score. My husband has been at he heart and vascular hospital and that was a wonderful caring unit.the Like I said the ER on 15 was useless.

    • InovaNewsroom on November 21, 2017 at 11:00 am

      We have shared your message with the Patient Relations team. If you would like to speak further about your experience in the ER, please contact them at 703-776-3663 or IFMCPatientRelations@inova.org. They will address your concerns with the ER leaders.

  2. Dave on February 26, 2018 at 12:27 pm

    Regarding my stay at Fair Oaks Hospital from 1-17-18 through 1-18-18. I am very disappointed for the following reasons:

    I was put into a room where the other patient was dying of lung cancer. The breathing machine he was on constantly emitted a loud gurgling sound in addition to the patient severely coughing and gaging all night long. There were Hospitality Techs/nurses that were assigned to this patient, they were constantly turning up the thermostat as they advised they were cold. I was very uncomfortable with this high heat, (75 degrees). I suggested they sit on the other side of the patients bed where they would be away from the window. Several times during the night the staff would come into the room and administer some type of aspirating device where they were commenting on “getting up green stuff instead of white stuff”. During these visits staff spoke very loud so the patient could possibly hear them. They never got a response other than the breathing, gurgling etc. as aforementioned. They had further discussed that this patient had not been out of bed for 15 days. I was unable to sleep that night with all the above activities occurring. The next day, a Pastor arrived and began to read the patient his last rights !!! I walked out of the room and waited in the vacant room next door while several people, relatives assembled to be present for this reading. The wife of the patient apologized to me for me having to hear all the grief and loud noises.

    There were other beds available in this wing as I walked around and observed same. No patient should have been exposed to this very sad situation. I was concerned about my own health problems and to be subjected to this very sick patient is very poor customer service. It should be noted that during the visits almost all the staff had on masks. I didn’t have one and when asked if I should be using one I was told “ no, you’re ok, you are far enough away !!!
    I had no problems with the techs and nurses as they didn’t make my bed assignment. But whoever did needs to be counselled. I cannot describe to you the effect of this patient had on me . I also heard they were going to take him to a Hospice “where he could pass on in peace”.

    The quality control for my wellbeing was not met by any means. I had my wife stay away from the hospital so she wouldn’t have to listen to the patient. I understand this patent was in a very serious condition and I told the wife I said a prayer for him. However, I should have never been put in that room. EXTREMELY POOR CUSTOMER SERVICE !!

    • InovaNewsroom on March 8, 2018 at 11:55 am

      Thank you for taking the time to share your feedback, so we can address with our team. We have shared your message with the Patient Relations representative. If you would like to speak further about your experience, please contact her at 703-391-3607. She will address your concerns with the unit supervisor.

  3. William on March 10, 2020 at 7:55 pm

    The mission of INOVA health care is … world class care, every time, every touch has pretty much been my experience. My primary care physician at INOVA is Dr. Janet Han. She ought to be the poster child (doctor) for this stated mission. She is very professional, smart and efficient, with an engaging bedside manner. But beyond that, she is empathetic and truly caring for her patients. She takes the time to know the whole person .. to get the overall picture of how the patient is doing. Then diagnoses and advises in a compassionate manner. One example of her willingness to go the extra mile for her patients is that on one occasion I was not able to get an appointment with her for several days due to her busy schedule. So she accommodated me by coming to the office early and seeing me at 6:45 am .. long before her normal start time. Over the years I have seen a variety of good primary care physicians, and while competence and treatment were usually good, none of them measured up to the “every time, every touch” care from Dr. Han. INOVA as well as I .. am very lucky to have her.

  4. Donny on January 30, 2024 at 2:10 pm

    What a wonderful facility! I was admitted on 1/29 with a broken leg with complications. Each staff member I encountered had the most pleasant spirit about them. My every need and concern was addressed and promptly resolved. Im stunned that kind of Health Care still exists.

    My heartfelt gratitude to ALL the DOCTORS, NURSES, ASSISTANTS, and any other staff members who made me visit as stress-free as possible. THANK YOU ALL, and GOD BLESS YOU!!! AMEN.

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