CHILLICOTHE, OH – When Christy Russell learned she needed a total right knee replacement, like many other patients in her situation, she was apprehensive.
But her experience with Adena Orthopedic and Spine Institute’s (AOSI) physicians and staff was so positive that later this month, she’s returning to have her other knee replaced in another step towards her goal of being better able to keep up with her grandchildren.
“It’s top notch,” Christy said. “I just can’t imagine having any better of an experience. I can’t say enough nice things about the whole experience from first seeing Dr. Mark Lesh to the pre-operation process, the whole surgery and all of the follow-up.”
September 1 marked the one-year anniversary of the first patients being seen at the facility located on the Adena Regional Medical Center campus in Chillicothe.
Christy was one of the patients who had an overnight stay in the inpatient unit following her surgery. While impressed with the overall facility and the comfort of her room, she said it was really the reputation of the orthopedic program that led her to Adena.
“I decided I wanted to stay close to home to have this surgery and I had heard good things about Adena’s Ortho program and I knew the building was new, so I decided to go there and get an evaluation,” she said. “Everything just ended up working like clockwork.”
An Advanced Total Hip and Knee Replacement certification awarded by The Joint Commission reflects that the positive reputation of which Christy spoke is well-deserved. The noted certification and accreditation organization is presently considering Adena’s applications for spine and shoulder certifications as well.
What The Joint Commission certification means for patients is that they can have confidence that the quality and safety of the care they are receiving meets the highest possible standard and follows the most up-to-date best practices and research.
The goal is ensuring patients have access to advanced, comprehensive orthopedic and spine care without having to travel far from home. A team of nearly 40 physicians and advanced practice providers caring for a wide range of conditions are making that goal a reality. Included within that team are 13 orthopedic, spine and podiatric surgeons who work collaboratively with interventional pain management, neurology, and sports medicine specialists and other staff to provide a seamless patient experience from the first office visit all the way through aftercare.
What really connected for Christy, she said, was the honesty shown in describing different aspects of her surgery and the fact that her physician and staff walked her through what to expect, as well as the convenience of having all of the resources for the office visit, surgery and inpatient stay within the same facility. Already seeing signs of her quality of life improving as she progresses through recovery has only enhanced her view of her patient experience.
Patient experience scores taken from Adena Orthopedic and Spine Institute surveys conducted by Press Ganey, an industry leader in gathering and analyzing patient feedback, reveal similar levels of satisfaction. Results show significant increases over the last three years, particularly among the number of patients who gave their experiences the highest possible ranking on the survey. Survey participants also praised their care providers’ compassion, knowledge, experience and skill, as well as their ability to clearly explain the procedures and answer questions in a way that could be easily understood.
“At AOSI, delivering the best possible patient experience is at the core of what we do,” said Becky Lockery, AOSI Senior Operations Executive Officer. “In addition to our concierge-type service, we have added a patient service ambassador whose role it is to support family members and visitors in the patient rooms and lobbies who are here to support their loved ones. We consider everyone, not just the patient, who comes in our doors as being under our care.”
To further enhance patient experience and involvement of those family members or friends who will be caring for the patient at home during recovery, a care partner program is being piloted by orthopedic surgeon Dr. Nicole Meschbach. The program looks to encourage a person chosen by the patient to actively engage with the care team during the patient’s stay. It then provides resources to prepare that person to assist with the patient’s care at home in the days following procedures.
Expanding access to care also is part of creating that next level of patient experience. The AOSI sports medicine program, for example, offers regional access, a Saturday injury clinic during football season, and same- and next-day scheduling for maximum patient convenience.
Adena’s collaborative relationships within the community also are leveraged to benefit patients. For instance, a partnership with the Ross County YMCA may help a patient achieve weight loss necessary to undergo a procedure or the Health System’s Nutrition Services can assist a patient in getting diabetes under control prior to a surgery.
The sports medicine program, likewise, plays a large collaborative role with area schools and community events. Working closely with athletic trainers, it is involved with providing sideline medical coverage at high school sporting events. It also provides medical coverage at major community events, such as The Buck Fifty road race and the recent Sand in the Streets volleyball tournament.
As it enters its second year of operation, Adena Orthopedic and Spine Institute is primed for continued service growth, expanded patient access within Adena’s nine-county service area, and further enhancements on the care experience for patients and their families.
To learn more about services available or to arrange for an appointment, visit Adena.org/AOSI or call 740-779-4598.