Several years ago, the Centers for Medicare & Medicaid Services (CMS) introduced the ICH CAHPS (In-Center Hemodialysis Consumer Assessment of Healthcare Providers and Systems) Survey. It is “the first national, standardized, and publicly-reported survey of patients’ perspectives of dialysis care.” When compared with dialysis centers across the country, overall, Rogosin’s scores for Patient Satisfaction are above the national average. Several of our sites, including Rogosin West Side Dialysis and Rogosin Queens Dialysis, have received 5 stars, the highest rating. Recently, Rogosin Brooklyn East Dialysis, located in the East New York section of Brooklyn, joined them in achieving 5 stars in Patient Satisfaction.
“It is because of the devotion of each member of our team that we received 5 stars in Patient Satisfaction,” says Catherine Reydel, RN, Nurse Manager, Brooklyn East. “At our Center, caring for patients isn’t just a job, it’s a calling. We are always working to improve the care we provide.” As part of this commitment, last year Brooklyn East piloted a special program to learn more from their patients. For 10 weeks, technicians came in on their days off to spend time just talking with patients, usually while they were receiving treatment. “Since technicians connect patients to the dialysis machines and monitor them during treatment, they spend more time with patients than anyone else,” explains Cathy, “and they form strong bonds.”
After speaking with patients, the technicians immediately shared what they had learned with Cathy, always respecting patient confidentiality. “We wanted to know how we could do better, and our patients told us,” says Cathy. “Whenever possible, we would quickly act on what we learned and address any concerns. During this 10-week period, we did not receive one patient complaint or grievance. This really highlighted how important it is for patients to know their voices are being heard. We also saw an increase in the number of patients taking the ICH CAHPS Survey, which is administered for us by Press Ganey. The more patients who participate, the more we can learn from the Survey.”
Historically, East New York is an underserved community with many residents living at or below the poverty level. “Many of our patients do not have family doctors and learn about their kidney disease too late to plan for their care before a crisis occurs,” says Cathy. “We are working to change that and help our patients get the care they deserve.” Social workers and dietitians are part of the team who make sure patients have access to the information and resources they need to maintain good health.
“This is an exciting time at Brooklyn East,” adds Cathy. “We are planning to continue the pilot program by involving Rogosin Ambassadors, peer mentors with kidney disease who educate and advise patients. We will soon have a home dialysis training center upstairs, which will introduce more patients in our neighborhood to the benefits of home dialysis. At the same time, our relationship with NewYork-Presbyterian is enabling us to expand our ability to provide educational opportunities to our patients. I believe Brooklyn East is a great example that people in our community can receive exemplary nephrology care close to home.”