National Patient Recognition Week: Promoting a Culture of Patient Satisfaction
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National Patient Recognition Week is observed each year during the first week of February to emphasize the importance of patient satisfaction in healthcare. Patient feedback is vitally important to Campbell County Health’s commitment toward improving the care and services we provide. There are many ways that we collect, trend, and respond to information about how CCH interacts with patients:
Rounding – purposeful visiting with patients and families by clinical staff
Surveys – paper and electronic questions provide valuable information about care and services after a visit or hospitalization
Chaplain visits – with inpatients, outpatients, residents at The Legacy Living and Rehabilitation Center and in the Emergency department
Patient and Family Advisory Committee – a group of community members who consult with caregivers on how to improve patient experience
Complaints and grievances – verbal and written responses to issues and concerns raised by patients and families
Surveys are a common way to ask for feedback after a customer experience, when it is still fresh in your mind. Nowadays people are asked for their feedback on everything from car repairs to restaurant meals to online purchases. Healthcare organizations have been asking for feedback from their patients about their care experiences for many years.
When you get home from a healthcare experience at CCH, it is possible that you will receive an email, postal service mail, or text message asking you about what we have done well, and what we could do better. Surveys help us find out whether something that should have happened actually happened, 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. The company that collects the survey information for us acts as our representative and keeps all information completely confidential.
CCH cares very much about your comments - they help us improve our services so that we can better serve you and our community. They also help us train, reward and recognize our staff. We can tailor specific education to address any trends that show up in survey results and make changes in our policies and processes if needed.
Your participation in any surveys is voluntary, and you have the right to choose not to participate in a survey. The caregivers at CCH do not see your specific responses to the survey.
Data collected from some 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.
In addition to the surveys required by CMS, other CCH departments and services like Behavioral Health Services, Cardiopulmonary Services, Emergency Medical Services, Campbell County Medical Group Kid Clinic, and Health Screening Services also conduct surveys about their own specific programs. These surveys are also voluntary and typically take just a few minutes to complete. You will either be given a card with a way to access the survey, or be given the survey upon check out.
We encourage you to provide feedback about your experience so we can make improvements. The Patient Experience department helps patients and families with questions or concerns about their care. Contact them at 307-688-1530.
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