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news News Thursday, December 10, 2020 Thursday, December 10, 2020 10:23 PM - Thursday, December 10, 2020 10:23 PM

Shriners Hospitals for Children — Honolulu demonstrates commitment to patient experience

The patient is at the heart of all we do

Shriners Hospitals for Children — Honolulu demonstrates commitment to patient experience

Shriners Hospitals for Children — Honolulu has received the 2020 Guardian of Excellence Award® for Patient Experience from Press Ganey.

“We are excited and proud to be a 2020 recipient of the Guardian of Excellence Award. This award demonstrates Shriners Hospital for Children — Honolulu’s commitment to improving the quality, safety and experience for all patients within our care,” said Anita Becker, D.N.P., RN, nurse executive and director of patient care services at the Honolulu Shriners Hospital.

The Guardian of Excellence Award recognizes top-performing health care organizations that have achieved the 95th percentile or above for performance in Patient Experience.

This symbol of excellence represents a deep commitment to listening to the voices of patients and their families. It also reflects a dedication to a shared mission to reduce suffering and improve the safety, quality and experience of patient-centered care.

“We here in Honolulu have spent nearly 100 years providing care to the children of Hawai‘i, the Pacific Basin and to those across the globe who need our specialty pediatric care. This award demonstrates to all that we are serious in our commitment to improving the lives of children in all that we do,” Becker said, adding that the achievement is made all the better by the fact that patient feedback contributes significantly to the decision process.

“Patient feedback provides us insight into the patient experience, allowing us to make adjustments that are meaningful and from the lens of the patient,” Becker said. “Shriners Hospitals for Children — Honolulu always strives to keep the patient at the heart of all we do; patient feedback gives us the opportunity to take an honest look at what we do and how we do it.”

As a small hospital, Shriners Hospital for Children — Honolulu relies on all staff members to be involved in every encounter, from the medical staff and registrars, to environmental services, nutrition services, nurses and receptionists.

"This award shows us that someone recognized the wonderful care given, and that we made a difference in their child’s care," said inpatient services manager Paulette Nakamatsu, BSN, RN.

"I always dreamt that one day our unit would be the recipient of this honorable award," she continued. "The staff cohesively works as a team to provide a nurturing, positive experience to each patient who comes to the unit. They are remarkable in the care they provide, from the preadmission encounter, to admission, until their patients' discharge."

Paulette applauded her team for their dedication to each child who comes through the Honolulu Shriners Hospital doors. Their unique commitment to their patients can be found not in the quality medical care they provide, but in the subtle, altruistic connection they forge with keiki (children).

"Aloha is felt in their gentle touch, their laughter and the wonderful care they share with their patients and families. It is that special added touch they provide for the children that exhibits great dedication. Each child is different, and each is treated with great respect, no matter where they came from,” Paulette said.

"It’s not a job to the staff; it’s for the satisfaction of a smile, an accomplishment of walking,” she added. "It is the hug that says a thousand words just in itself."

Press Ganey Award with surrounding quotesStaff members with award