Leapfrog assigns letter grades to general hospitals across the country based on more than 30 measures of errors, accidents, injuries and infections, as well as the systems hospitals have in place to prevent them.

At AdventHealth, this achievement represents more than consistency in performance. It reflects a culture grounded in listening to patients, learning from their experiences and continuously improving care so every person feels safe, supported and whole.

“Earning our 20th consecutive ‘A’ Hospital Safety Grade reflects our team’s unwavering commitment to patient safety and to the people we serve,” said Gretchen Nicholson, MBA, MT, CPHRM, CPHQ, CPPS, Director of Collaborative Improvement for AdventHealth North Carolina. “We are deeply focused on creating an environment where patients not only receive exceptional clinical care but also feel heard, valued and confident in their care experience.”

A key contributor to this work is the AdventHealth Hendersonville Patient and Family Experience Council (PFEC), launched in August 2023. The council brings together patients and family members to provide direct input into decisions that shape safety, communication and care delivery.

Through PFEC collaboration, patient advisors have helped:

• Improve communication tools, including posters that guide patients and families on how to activate a Rapid Response Team

• Review and refine consent forms to ensure clarity and understanding

• Provide insight that strengthens care for individuals across generations and life experiences

Morgan Grigsby, a PFEC member since August 2024, joined after experiencing care as a new AdventHealth patient.

“Everybody was genuinely kind, and I felt cared for from the start,” Morgan said. “When I joined the council, I realized how intentional AdventHealth is about not just doing a good job, but making sure patients feel like their voice matters in their care and safety.”

Morgan, a young mother who lives on a multigenerational property, often shares perspective on behalf of both her family and the broader community.

“I feel like the patient experience team is so valuable because it’s direct patient feedback,” she said. “There are different ages, life experiences and health care journeys represented, and that brings a meaningful dynamic to the table.”

Her work as part of the PFEC has directly influenced patient safety improvements, including reviewing an obstetrics consent form to ensure patients feel comfortable asking questions and fully understanding their care.

“We worked to make sure patients feel like it’s okay to take their time, ask questions and truly understand what they’re signing,” she said.

Morgan also highlighted AdventHealth’s commitment to transparency and continuous improvement.

“AdventHealth is focused on growth and improvement,” she said. “It’s about helping people feel confident they’re coming to a place that prioritizes their safety.”

The Leapfrog Hospital Safety Grade is the only national ratings program focused exclusively on preventable medical errors, infections and injuries. The program is peer-reviewed, fully transparent and updated twice annually.

For Morgan, the impact of this work is clear.

“I’ve received care at multiple AdventHealth locations, and every time it’s been top-quality,” she said. “The people are friendly, the care is genuine and it makes me feel valued and heard.”