Home Quality Monitoring & Compliance Quality & Safety

Quality & Safety Measures

Our Vision to be the destination for world-class care, and our our Mission to transform lives through innovation, wellness, and trusted care shape the standards we uphold and how we serve our community. 

These quality and safety measures reflect our dedication to compassionate, excellent, and reliable care that strengthens the health and well-being of the region.   

Delivering Excellence in Quality and Safety

Achieving organizational success begins with a strong safety culture, alignment across teams, and standardized care practices that ensure every patient receives consistent, high quality care throughout his/her health journey. Our commitment to quality and safety guides daily decisions and strengthens the experience of patients, families, and staff members. These measures reflect our dedication to clinical excellence, transparency, and continually improving the care we provide.

Q4 2025 Quality Data

Falls with Injury

2

Readmission Rate
11%

URHCS Net Promoter Score(NPS)
86.8

Compare NPS to:

Amazon 
73

Chik-Fil-A
58

United Regional’s Goals for Quality and Safety

Zero Preventable Harm

We work toward zero preventable harm for every patient, every time. This means proactively identifying and eliminating risks, learning from near misses, and quickly correcting issues to prevent them from happening again. Our primary focus areas include:

  • Catheter-Associated Urinary Tract Infection (CAUTI)
  • Central Line-Associated Bloodstream Infection (CLABSI)
  • Clostridioides difficile (C. difficile)
  • Diagnostic safety
  • Hospital-acquired pressure injuries
  • Medication safety
  • Patient falls with injury
  • Surgical Site Infection (SSI)

Recognized Excellence

We strive to earn and maintain respected, external recognition for patient safety and quality outcomes. These include national safety grades and accreditations, stroke and cardiac certifications, perinatal safety awards, and specialty-specific honors that reflect consistent, high-quality performance.

Reliability Across the Care Continuum

We prioritize delivering reliable, consistent care from the first point of contact through post-discharge. To reduce variation and improve outcomes, we use standardized pathways and care bundles, effective care transitions, clear team communication, and timely follow-up.

Partner with Patients and Families

Partnering with patients and families is essential to improving care experiences and outcomes.

Our Commitments include:

  • Shared decision making and clear, compassionate communication
  • Easy access to information and test results through MyChart
  • Meaningful involvement of Patient & Family Advisors in improvement efforts

Advance Health Equity and Access

We are committed to advancing health equity and ensuring access to excellent, quality care for everyone we serve. 

This includes:

  • Identifying and addressing disparities in outcomes and experiences across race, ethnicity, language, geography, and payer
  • Offering language services, accessible communications, and culturally responsive care

Protect and Empower Our Workforce

We protect and empower our workforce by promoting a safe, respectful environment where teams can do their best work. Our efforts focus on preventing sharp injuries, musculoskeletal injuries, and workplace violence while fostering psychological safety, and continuous learning within a just culture.

How We Achieve These Goals

  • Safety Culture: “Speak Up for Safety,” Just Culture, and daily safety huddles
  • Standardized Care: Evidence-based bundles, order sets, and care pathways
  • High Reliability: Robust event reporting, root cause analysis, and rapid-cycle improvement
  • Digital Safety Tools: Medication barcoding, clinical decision support, closed-loop communication
  • Training and Competency: Ongoing staff education, simulations, and competency assessments
  • Care Transitions: Medication reconciliation, clear discharge plans, timely follow-up calls, and support for access to care

How We Measure and Report

We track, review, and transparently share progress through a public Quality and Safety Dashboard. Representative measures include:

  • Preventable Harm: CLABSI, CAUTI, SSI, C. difficile, falls with injury, and pressure injuries
  • Clinical Outcomes: Sepsis mortality, stroke door-to-needle time, cardiac door-to-balloon time, and readmissions
  • Patient Experience: Communication, responsiveness, and discharge information
  • Reliability and Process: Hand hygiene compliance, medication reconciliation, and timely critical result follow-up
  • Equity: Outcomes and experience stratified by race and language
  • Workforce Safety: Staff injury rates and safety event reporting/closure timelines

These results are updated regularly and help guide decisions that allow us to provide the best care possible.

Your Voice Shapes our Care

We encourage everyone to share feedback. Contact our Safety Hotline at 940-764-5678, join our Patient & Family Advisor Program, or speak up during your visit. The safest care happens when we work together.

To join the Patient & Family Advisor Program, contact: 
Shelley Moser, Senior Director of Quality & Safety Office
office phone: 940-764-3011
email: [email protected]