As we continue to increase awareness and change the conversation about mental health and addiction issues, we remain committed to our top priority — taking care of people. This includes a relentless focus on treating individuals with respect, operating with integrity and providing superior quality care.
At UHS, employees from all levels of the organization constantly strive to improve our services. In support of these efforts, progress is continually measured against our goals. Unlike most providers that focus only on patient satisfaction, we quantify our clinical care by using both clinician ratings and patient self-report tools. This added measure allows UHS to benchmark, improve and report on the high-quality care provided.
Clinical and Quality Outcomes
All UHS Behavioral Health hospitals participate in CMS’ Inpatient Psychiatric Facility Quality Reporting Program (IPFQR), a program used by approximately 1,600 U.S. behavioral health hospitals to measure a broad set of evidence-based clinical practices linked to positive patient outcomes. UHS Behavioral Health hospitals’ aggregated results regularly outperform industry benchmarks across key quality measures.
In addition to routinely exceeding the national average in IPFQR scores, UHS Behavioral Health facilities also received the following laudable distinctions in 2019:
- Hartgrove Hospital (Ill.) was the first hospital in the nation to be awarded Disease-Specific Certification for Trauma-Informed Care following an evaluation with rigorous criteria by The Joint Commission.
- Garfield Park Behavioral Hospital (Ill.) won the 2019 Quality Excellence Achievement Award for Patient and Family Engagement Award from Illinois Health and Hospital Association (IHA) based on presentation of evidence-based practices and quality outcomes.
- Arrowhead Behavioral Health (Ohio), Calvary Healing Center (Ariz.), La Amistad (Fla.), Schick Shadel Hospital (Wash.), Summit Oaks Hospital (N.J.), University Behavioral Center (Fla.) and Wekiva Springs (Fla.) earned Horizon Blue Cross Blue Shield’s Blue Distinction® Center for Substance Use Treatment and Recovery (as of March 2020). Note: No facilities (UHS and non-UHS) earned Center + designation.
- Texas NeuroRehab (Texas) earned The Joint Commission’s Gold Seal of Approval® for Brain Injury Rehabilitation by demonstrating continuous compliance with its performance standards. The Goal Seal is a symbol of quality that reflects the facility’s commitment to providing safe and quality patient care.
- Cygnet Cedars and Cygnet Sherwood Lodge (both in the United Kingdom) earned an “Outstanding” rating from Care Quality Commission in all five Key Lines of Enquiry (KLOEs) — Safe, Effective, Caring, Responsive and Well-Led — the only two services of their type in the nation to achieve this. Cygnet Elms (United Kingdom) earned “Outstanding” ratings in all five KLOEs in June 2018.
- In May 2019, all six of Cygnet’s learning disability and autism services held overall “Outstanding” ratings.
Patient Experience and Satisfaction Scores
UHS uses comprehensive evidence-based clinical outcome assessment metrics to benchmark our performance in efforts to continuously enhance our patients’ experience and satisfaction. Sharing these results with patients and families weighing treatment options, as well as payers contemplating coverage decisions, validates the high quality of our services.
2019 Patient Experience and Satisfaction Scores:
- 171 UHS Behavioral Health facilities with 866 distinct programs captured clinical outcome measures for more than 267,260 patients. Using patient self-report rating scales, it was found that approximately 75 percent of UHS Behavioral Health patients exhibited statistically meaningful improvement.
- As in previous years, UHS’ Behavioral Health facilities received high patient satisfaction ratings in 2019. Based on 370,000 anonymous patient satisfaction surveys, UHS Behavioral Health patients rated their overall satisfaction a 4.5 on a scale of 1 (strongly disagree) to 5 (strongly agree). Research suggests that higher patient satisfaction is associated with improved treatment outcomes.
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- In 2019, 91 percent of patients surveyed reported that they felt better after care, 90 percent were satisfied with their treatment, and 86 percent indicated they would refer a friend or family member in need of care.
- Our education programs enable youth to continue schooling at our facility while receiving treatment. UHS provides personalized learning plans that meet each patient where they are upon admission and prepares them for a seamless transition back to their traditional school environment. Of the 1,280 parents or guardians of youth receiving treatment surveyed, 87 percent agree that staff truly cares about their child. Similarly, 87 percent report being satisfied with the facility’s education programs.
For a complete view of UHS Behavioral Health facilities’ clinical outcome measures and patient survey results, please read the Our Impact in 2019 by the Numbers report.