Achieving the BIG(GER) Aim
Mission Health’s BIG(GER) Aim is to get each patient to the desired outcome, first without harm, also without waste and with an exceptional experience for the patient and family.
Tracking patient outcomes, safety, service & satisfaction, and efficiency is an important part of our improvement process.
Office of Patient Experience
Hospitals and health systems have become complex and can easily seem overwhelming to maneuver. Mission Hospital’s new Office of Patient Experience has been created to serve as a resource for our patients, families and guests to improve the time they spend here.
The office serves as a contact point for patients, their family, and visitors as they navigate our medical center. This centralized office (located in the main lobby of Memorial campus) was established to help achieve our Big(ger) Aim. Our mission is to help create a better environment at Mission Hospital for “every patient, every time” by assisting our customers with their needs, responding to inquiries, resolving problems, and bridging language barriers. We bridge the gap in cases when expectations may not have been met so that patients or visitors feel better and understand how we are seeking to remedy any problem. In doing so, we also seek to help our staff find ways to resolve the patient’s issues.
To contact the office please call 828-213-1210.
Define, Measure, Analyze, Improve, & Control (DMAIC)
Mission Health is on the way to achieving performance excellence through its commitment to train more front-line staff in the use of a systematic improvement framework called DMAIC.
The acronym stands for: Define, Measure, Analyze, Improve, and Control. The model establishes a rigorous method of quality control and was originally used by major manufacturers to eliminate defects and improve overall standards.
Many teams have been commissioned to improve delivery care processes. These teams are composed of physicians, nurses, ancillary staff, informaticists, department managers, and performance improvement specialists working together to solve problems using the quality framework DMAIC.
Examples of Mission’s multidisciplinary teams include the Emergency Department flow, hospital discharge, tracheostomy and ventilator management, cardiac cath lab handoffs, and transition from IV insulin.
All employees are required to learn about the DMAIC framework through participating in the Quality Essentials course.
Mission Hospital participates in several state and national quality reporting programs. This information helps us continually improve our care and excel in patient quality and safety.
It is important for our patients to be informed and involved in their health care decisions. We encourage you to follow the links below to see how Mission compares with state and national averages on quality measures. Reporting is provided by:
- Joint Commission
- NC Hospital Quality
- Hospital Compare
- Health Grades
Service & Patient Satisfaction
The Office of Patient Experience advocates for patients and families when an issue of concern arises that is directly related to the care and services received in any of Mission Health's facilities.