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CCH 2019 Perception Survey Executive Summary and Findings

Overall, survey results are in line with the gradual progress seen in previous Campbell County Health Perception Surveys, without any major findings, surprises or changes in perception. The most positive trend in 2019 was the increase in patient recommendations for CCH as well as the significant increase in those who were “extremely satisfied” with the hospital’s medical and support staff. Satisfaction rates and perception results remained fairly consistent with 2017 responses, with a decrease in overall hospital satisfaction. Awareness of services available at CCH remained consistent with 2017 survey results, although significantly increased from 2015 and 2014 surveys. Open-ended comments carried similar themes as previous surveys, with a mix of positive and negative comments from respondents.

More People Than Ever Took the Survey
In 2019, there were 701 total survey responses — the most CCH has ever collected before. For reference, in 2017, a total of 551 survey responses were collected. The increase in overall surveys led to an increase in the total number of open-ended responses. This additional information from a larger pool of respondents can be used to further assist hospital decision makers with analysis of CCH perceptions. There were more than 1,000 open-ended comments, most of which carried similar themes as previous surveys.

Increase in Recommendations, Perception Stays the Same
More so than in 2017, individuals in the community say they would recommend CCH services to a friend, family member or coworker. When asked if they would recommend Campbell County Health, 76% of respondents answered “Yes,” compared to 73% in 2017. This is noticeably higher than in 2014, when only 62% of individuals answered “Yes” to the same question.

On the other hand, public perception of CCH did not seem to change at all between 2017 and 2019. While still an improvement from numbers in 2014, there weren’t any significant changes in overall perception in recent years to report.

Click here to view a bar graph.

Satisfaction Remains Steady
Overall satisfaction with the hospital remained in line with 2017, with some key differences in the following areas:

  • A decrease in overall satisfaction (slightly satisfied, satisfied and extremely satisfied) from 83% in 2017 to 79% in 2019. It is important to note, however, that there was a slight increase in “extremely satisfied” votes from 21% in 2017 to 22%in 2019.
  • Increase in “extremely satisfied” with medical staff jumped from 23% in 2017 to 27% in 2019. Moreover, overall satisfaction (slightly satisfied, satisfied and extremely satisfied) for medical staff competency and skill increased from 85% in 2017 to 86% in 2019.
  • Increase in “extremely satisfied” responses with support staff from 27% in 2017 to nearly 30% in 2019; however, overall satisfaction of support staff remained exactly the same at 91%.

Individuals Seek Care Elsewhere in Gillette for Rehabilitation/Physical Therapy, Urgent Care
New this year, the 2019 survey asked respondents what services they seek care for most within Gillette, if not at Campbell County Health. A majority of participants chose to answer this question (97%), and 44% of total respondents said they have not sought care elsewhere before. For the 56% that said they have chosen to seek care in Gillette but not at Campbell County Health, the following healthcare services were listed as the main reasons why:

  • Rehabilitation/Physical Therapy – 31%
  • Urgent Care – 28%
  • Orthopedic Services/Surgery – 24%
  • Ambulatory Surgery (Surgery Center) – 15%
  • Radiology – 12%

Since these are services that are typically offered at CCH, this information can be used to conduct further research to gain insight as to why individuals are seeking care elsewhere for these specific services and make any necessary improvements or adjustments.

This question was new to the 2019 survey; therefore, we have no previous data to compare it to. It will be interesting to see how survey participants respond when this survey is issued again in two years. It will also be helpful to hospital decision makers in upcoming years to see where the trends go for this question.

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Click here to read the highlights