Friday, December 01, 2006

"This is a caring hospital"

An 82-year-old patient on A-3 was one of the first people to receive and submit the new HCAHPS inpatient experience survey. By all accounts, she received fabulous care, and she is grateful for it.

Read her response to the survey’s open-ended question, “If you could change one thing about this hospital, what would it be?”: “I would move it to my home town, where nursing care has almost disappeared! This is a caring hospital.”

Not surprisingly, she rated the hospital a “10” on a 1-to-10 scale, said she “always” received the care she expected, and would “definitively” recommend Backus Hospital to her family and friends for their healthcare needs.

Not all patients report such positive experiences, of course, but every patient’s survey gives us a chance to assess how we’re doing — and to make the patient experience the very best it can be.

The ability to receive such quick feedback on the 27 HCAHPS questions and nearly as many other survey items is a benefit of our new NRC+Picker survey tool. All clinical directors and department heads, and several other individuals, have ready access to this data, any time on any computer. Feel free to ask any questions — or e-mail a question to Keith Fontaine, Vice President, Corporate Communications at Our survey vendor is eager to provide as much information as possible.

So far, we have received responses from 60 surveys. You can view the survey questionnaire by clicking here.

Next week, we’ll take a closer look at the results so far.


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