There is a new performance improvement initiative at Flushing Hospital that is addressing issues aimed at improving patient satisfaction — Making A Difference (MAD). 

Inspired by senior management, the MAD initiative is comprised of interdisciplinary teams, staffed by managers from nursing, social work, dietary, housekeeping, and financial services, just to name a few, who work together to improve the patient experience by rounding on the medical units and interacting with the patients. Specifically, the teams work to increase staff responsiveness in all areas of care. If a issue is brought to the team’s attention, they work to resolve it (in a timely manner) to ensure patient satisfaction.

To respond to these challenges, the teams initiated daily check-ins and instituted a “heads up/no pass zone”, where all staff members, both clinical and non-clinical, on the unit are responsible for immediately responding to the needs of their patients.

The MAD initiative was piloted at Jamaica Hospital and preliminary results showed a significant increase in patient satisfaction scores during the period of the performance improvement effort. Success of this pilot has led to a hospital-wide implementation of any new protocol developed through the process.

Deborah Duke, Patient Advocate and Director of Customer Service at Flushing Hospital, designed the teams and set the MAD round schedules. “We welcome the program and commend senior management and each team member for their dedication and commitment to raise the satisfaction of our patients experience at Flushing Hospital,” she stated.

United States Congressional Representative Grace Meng recently visited Flushing Hospital to tour the hospital’s Labor and Delivery Unit and observe the facility’s WIC Program.

The tour was the result of a NYS Board of Directors for WIC Programs meeting.  After the meeting, the Board suggested that Congresswoman Meng, who favorably supports WIC, tour a facility with a reputable program, in the community she represents. Flushing Hospital’s WIC program was selected.

Rep. Meng was given a tour of the WIC office and the hospital’s Labor and Delivery Unit. While on tour, Rep. Meng and hospital leadership discussed prenatal care and breastfeeding, and was informed that infant care made up the majority of care being provided by the hospital.

Rep. Meng was impressed and pledged that she would do all that was within her power to make sure that funding for such necessary programs remained intact.

On Saturday, April 27th,  Flushing Hospital participated in the JIB’s (Joint Industry Board of the Electrical Industry) 4th Annual Health Fair held at the Electrical Industry Center Auditorium in Flushing, NY.

The event was attended by members of the Electrical Union Industry and was geared towards wellness. Flushing Hospital provided blood pressure and blood glucose screening for hypertension and diabetes, as well as oral screenings for general dentistry and oral cancer.  In addition to medical screenings, the hospital provided information on hypertension, diabetes and dental health.

Over 100 participants were either screened or given informtion regarding the different medical specialities that are available at Flushing Hospital.

On Saturday, April 20, at the Mu Dan Hall (Queens Crossings), Flushing Hospital participated in the American Cancer Society’s “Community Health Day.” The purpose of the event was to provide much needed health information and services to the under-served Asian immigrant community.

In past years, the American Cancer Society and Flushing Hospital have organized health fairs in different communities with participation from many community health organizations, local businesses, social services agencies and volunteer health care providers. Every year, over 700 community members attend these health fairs. For “Community Health Day,” Flushing Hospital  provided blood pressure and blood glucose screening, administered by a member of the hospital’s nursing staff, to determine the possibility of hypertension or diabetes in the person being screened. Oral screenings for general dentistry and oral cancer were also performed. Being sensitive to the language barrier that may have existed, Flushing Hospital’s medical professionals worked with a translator to make sure that each person screened fully understood the results of their testing.

Flushing Hospital is proud to participate, annually, in this event and looks forward to a continued relationship with the American Cancer Society.