Consumers Give Organization High Marks for Quality of Care

BURLINGTON, VT - Fletcher Allen Health Care is studying the results of a number of surveys conducted with its employees, physicians and the general public over the past year.  These surveys were designed to measure where the organization stands today as part of its ongoing effort to realize its vision to be a national model for the delivery of high-quality academic health care for a rural region.

To achieve this vision, a strategy was developed that included the following three goals:

• Establish a Fletcher Allen culture of ownership, pride and collaboration.
• Provide the highest quality of care in a safe and respectful environment that is easy to navigate.
• Communicate our capabilities as Vermont's academic medical center to meet the region's health care needs.

Through the surveys, Fletcher Allen measured its employees' perceptions of the organization's culture.  Additionally, employees, faculty practice physicians, referring providers and the public were surveyed about the organization's vision and Fletcher Allen's quality of care.  There are approximately 460 faculty practice physicians who are employed by Fletcher Allen and engage in teaching and research activities as faculty of the University of Vermont College of Medicine.

More than 3,100 employees participated in an internal survey conducted by Baird Borling Associates.  Additionally, more than 1,650 staff, including faculty practice physicians, 191 referring physicians and 753 members of the public in Vermont and northern New York participated in additional surveys conducted by Monigle Associates.

The key results were as follows:

• Organizational culture:  Employees have become increasingly satisfied with the culture at Fletcher Allen.  On a 5-point scale, the 2007 employee score averaged 3.84, above the average of 3.43 for hospitals nationwide, and above our 2004 score of 3.45.
• Vision:  All groups responded favorably to the vision statement, rating it 8.6 or higher on a 10-point scale.
• Quality of Care: The organization also received high marks from all groups in this category, with consumers rating Fletcher Allen's quality of care at 8.9 out of 10 points.

"This research is a boost to all of us who work at Fletcher Allen," said Melinda Estes, M.D., president and chief executive officer.  "We now have real data that shows that Fletcher Allen has earned the respect of the people who live in our region.  People know who we are; they think highly of the care we deliver; they have confidence in our physicians, nurses and staff; and they like our vision for the future.  This is wonderful feedback for all of us, and we take great pride in these results."

Exploration of Name Change

Fletcher Allen also took this opportunity to explore the idea of a name change that would more closely link the organization to the University of Vermont.  This issue dates back to 1995 when Fletcher Allen was created; since then, there has been resurfacing concerns that the name doesn't adequately communicate Fletcher Allen's academic partnership with the University of Vermont.

Through the research Fletcher Allen conducted with consumers in Vermont and northern New York regarding a possible name change, the organization learned that the "Fletcher Allen" name is well established and well regarded throughout the region, and the general public doesn't want the organization to change it. Fletcher Allen also learned that its employees do not favor a name change.

On the other hand, we also learned that the public does not fully understand the benefits of an academic medical center, where providers conduct clinical research, teach, and supervise medical students.  This finding was echoed by the faculty practice physicians who support a name change that links them more closely to the University of Vermont.

As a result of the feedback received, and after extensive discussions among the leadership of the organization, the Board of Trustees and the Faculty Practice Board, a decision has been made to keep the "Fletcher Allen" name, but make some other changes to more clearly communicate the organization's academic partnership with the University of Vermont.

These changes will include developing a name for its faculty practice of approximately 460 physicians to link the group more closely to the University of Vermont.  In addition, because our research showed that the words "Health Care" do not adequately convey the full scope of what Fletcher Allen does, the organization will replace the words "Health Care" in its name and also update its logo to better convey its academic partnership with UVM.

"Clearly we need to do a better job of communicating the benefits of academic medicine to the public," Dr. Estes said, "while continuing to recognize our rich heritage and deep roots in this  community through our ties to the Mary Fletcher Hospital, Fanny Allen Hospital and Bishop DeGoesbriand Hospital."

About Fletcher Allen Health Care

Fletcher Allen Health Care, together with our partners at the University of Vermont College of Medicine and the College of Nursing and Health Sciences, is Vermont's academic medical center.  Our mission is to improve the health of the people in the communities we serve by integrating patient care, education and research in a caring environment.

Fletcher Allen also serves as a regional referral center - providing advanced care to approximately one million people in Vermont and northern New York - and as a community hospital for approximately 150,000 residents in Chittenden and Grand Isle counties.

With more than 30 patient care sites and 100 outreach clinics, programs and services throughout the region, Fletcher Allen is committed to being a national model for the delivery of high-quality academic health care for a rural region.