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Surveys help improve the patient experience

Surveys help improve the patient experience

If you’ve ever had services at Campbell County Health, chances are you’ve been asked to complete a survey about your experience. Surveys help us find out whether something that should have happened actually did happen, and how often it happened. It’s a way to address any issues and keep improving our care. We know it takes time and effort to complete a survey and we appreciate everyone who does.

Most of our patient surveys are conducted by telephone through an outside vendor called HealthStream. Patients are selected at random, and the vendor must follow our rules about patient confidentiality. You will see the number 614-846-8410 on your caller id, and surveyors only call between 9 am and 9 pm. Patients who had services in the hospital, emergency department, outpatient surgery, radiology, lab, and rehab are surveyed using this method.

This summer the Campbell County Medical Group Clinics started a new survey method using email or text. The survey is only nine questions and will come from insights@healthstream.com or text (48798).

Data collected from all these surveys must be reported to the Centers for Medicare and Medicaid Services (CMS) and is used to determine how CCH is reimbursed from Medicare. All hospitals who participate in Medicare are required to conduct surveys and ask exactly the same questions as CCH, in order to compare “apples to apples” when it comes to patient experience.

And if that seems like a lot of different surveys, other CCH departments and services like EMS, the Kid Clinic and Wellness conduct surveys about their own specific programs using the online program called Survey Monkey.

Your feedback is very important to us, but there are ways for patients to “opt out” of the survey process. Visit www.cchwyo.org/prights to learn more.