What is the Patient Experience Program About?
Our Patient Experience program exists to provide support to our patients and clinical staff throughout the duration of a patient’s inpatient stay. Our personnel provide customer service support, knowledge, education, updates, comfort items and quick response to assist with our patients’ needs for inpatient as well as our ED areas. We work closely with nursing and the entire clinical team as well as dietary, housekeeping, maintenance and any department that has an impact on our patients’ experience while they are here. We also engage in new activities, projects and programs that have the potential to benefit the patient’s experience.
What Are We Measuring?
At Piedmont McDuffie, we partner with our Patient Satisfaction Survey vendor, Press Ganey to report our surveys to CMS. We review patient satisfaction survey results that are a mix of both text/email as well as paper surveys. We maintain accurate tracking of patient satisfaction scores to include the production of monthly reports that are submitted to both senior leadership as well as unit leadership and staff. We educate our organization on the importance of meeting the patient’s needs
What Are We Doing to Improve?
Our leadership teams round on patients and loved ones daily and provide interventions and problem resolutions that will provide them with a clear understanding of their plan of care and help make them as comfortable as possible. We are actively engaged in improvement projects for both the Emergency Department and Inpatient care. Currently these teams are working jointly to improve and reduce the amount of time it requires to admit a patient once a physician determines an admission is necessary. Reducing this time potentially improves access to care specific to the patient condition and increases the capability to provide additional treatment.
Piedmont McDuffie contracts with Press Ganey Assoicates, Inc. to conduct surveys. These surveys are mailed randomly to patients after discharge.