Concord Hospital Receives 2017 Noah Lord Patient & Family Engagement Award

The Foundation for Healthy Communities recently honored Concord Hospital with 2017 Noah Lord Award for Patient & Family Engagement during the Foundation’s annual meeting at the Omni Mount Washington Resort in Bretton Woods.  Accepting the award on behalf of Concord Hospital was Kathy Wieliczko, MSW, Patient Relations Coordinator.

The Noah Lord Patient & Family Engagement Award recognizes the innovative work being done by Patient and Family Advisory Councils to better engage patients and families with Patient Family Advisors to improve patient safety, quality improvement and the patient experience in a NH hospital system.  The award celebrates efforts to create change through improving communication between patients, families and the medical team, and is designed to facilitate the sharing of success stories across the state.

The Foundation for Healthy Communities presented the 2017 Noah Lord Patient & Family Engagement Award to Concord Hospital for their project titled, Improving the Patient Experience in the Stroke Program.  In order to provide the best stroke care for their community, Concord Hospital launched an initiative to gain a better understanding of the care experience from patients and family members of their TeleStroke System and the impact on patient confidence in the quality of care they had received.

Inspired by best practices in the United Kingdom around Experience-Based Co-Design models, the Stroke team at Concord Hospital launched their own experience-based co-design program to engage patients and their families to achieve this effort.  This program gathers experiences from patients, family members, and staff through stories and conversations, in order to identify shared themes and possible areas for improvement, with the overall goal of improving the patient experience for patients in the Stroke Program.

The process for a patient begins the moment he or she recognize the signs of a stroke, and how patients and families respond, local emergency medical teams, primary care offices and inpatient staff all have an impact on the patient experience, and outcome.  By implementing an experience based co-design model to improve care delivery for stroke patients, Concord Hospital was able to evaluate all patient touchpoints, from arrival to the ED to the time of discharge and recovery, gathering important opportunities for improvement to ensure exceptional patient experience of care.

“By engaging patients, families and providers in care conversations, the Concord Hospital Stroke team was able to immediately evaluate and improve the care delivered to stroke patients and their families, thereby enhancing the patient experience,” stated Peter Ames, Executive Director of the Foundation for Healthy Communities.  “The essence of this award is to recognize the successes of our hospitals and to inspire others to engage in initiatives that enhance patient and family engagement, and we’re pleased to honor Concord Hospital’s efforts.”


Stroke Team, Concord Hospital

Concord Hospital NL Award FINAL