When Yale-New Haven Hospital officially acquired the Hospital of Saint Raphael on September 12, 2012, it literally grew by 50 percent overnight. Yale-New Haven acquired 533 critically needed beds, and now with 1,541 licensed beds, is one of the largest hospitals in the country. Integration and operational planning had begun months before and the transition went surprisingly smoothly, given its magnitude and complexity of joining two separate hospitals, staffs, assets and cultures.
While hospital discharges in Connecticut decreased by over 2 percent, YNHH grew by more than 1 percent. The Hospital discharged 59,427 patients – the highest in its history – and handled more than 800,000 outpatient encounters. This year YNHH remained the state’s leading hospital, treating 14.1% of Connecticut’s inpatients, compared to 13.6% last year.
In addition to the addition of the Hospital of Saint Raphael, YNHH also integrated Bridgeport Hospital’s 42 pediatric and neonatal intensive care unit beds and its pediatric clinic, enhancing regional access to specialty pediatric services. The Children’s Hospital opened a new outpatient Pediatric Specialty Center in Norwalk this year – a 10,000-square-foot facility offering 13 pediatric subspecialties. Other ambulatory achievements included the Foxon Urgent Care Center in East Haven, the relocation of the pediatric dental center to One Long Wharf, new radiology, blood draw and physical therapy services and progress on the North Haven Ambulatory Center, which opened in early 2013. YNHH acquired nine new Smilow Cancer Hospital ambulatory Care Centers and reached an agreement with Charlotte Hungerford Hospital to develop a new outpatient cancer care facility.
YNHH continued to invest in its key clinical services throughout the year, in particular cancer, heart and vascular, pediatrics, neurosciences and organ transplantation. A highlight of the year was an ambitious undertaking in April when the hospital hosted an organ donor registration event supervised by a Guinness World Record judge as we attempted to beat the previous record for one-day donor registrations. While the event fell short of breaking the world record, it resulted in registering 544 new organ donors and calling attention to the vital need for organ donors.
Work on the Epic project continued throughout the year in preparation for the February 1, 2013 go-live date for YNHH’s new computer system that manages appointment scheduling, clinic registration, insurance, billing and electronic medical records.
YNHH continued it focus on creating an exceptional experience for patients and families, implementing mandatory employee Service Excellence training, leader rounding, manager coaching and patient and family experience forums in each service line. Service Excellence teams focused on cleanliness and quietness, service recovery, post-visit telephone calls and communication with patients and families, including an active patient and family advisor program. These concerted efforts to improve the overall patient experience translated into increases in patient and family satisfaction. YNHH’s overall Press Ganey score for inpatient services averaged 89.2 for the year, and with improvements in the emergency departments and ambulatory services as well.