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SERVICE OUTCOMES

Since our founding, we’ve been driven to be known

the world over for quality care and for unmatched

service for patients and families. Throughout our

11 years of existence, we have been honored a
FPO
remarkable 29 times for patient experience by

Press Ganey , the nation’s leading provider of patient
®

experience measurement.

Still Raising the Bar

To bolster our patient experience efforts, we have introduced our
“Strive for 5” program that helps staff commit and focus on five

fundamental aspects to meeting our patients’ expectations of
five-star service during each and every encounter. We’re striving
to build on our tradition of posting some of the nation’s top
satisfaction scores year after year.

HHELPEHEPLED D 88.9% CARLOS HERNANDEZ – AORTIC VALVE REPLACEMENT

IN FY 18, OUR OVERALL PATIENT

SATISFACTION SCORE WAS Former Guest, Baylor Scott & White The Heart Hospital – Plano

HHELPEHEPLED D 84.4% “My experience was great. Like being at a five-star hotel.”

EXCEEDING OUR GOAL OF Carlos Hernandez says he’s a frequent flyer when it comes to heart repairs. He had an

aneurysm in his aorta in 2015, and it was repaired at Baylor Scott & White Heart – Plano.
The next year he started feeling short of breath and found out his aortic valve was leaking
badly and needed to be replaced. He went back to the hospital, where surgeons replaced
the valve. Now he’s back to normal and says, “Anybody that has heart trouble should
go to this hospital.”
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