Ashtabula County Medical Center | ACMC Pulse | Winter 2017

Editor’s note: ACMC’s Voice of the Patient Advisory Council suggested this article to explain the ins-and- outs of the patient surveys that a random sample of patients will receive at home after a hospital stay or visit to their provider’s office. WITHIN A FEW WEEKS of your visit to ACMC or an ACMC-based provider, you may receive a survey in the mail asking about your experience. This 27-question survey gives patients the opportunity to voice how well you were cared for at ACMC. How is the survey used? ACMC President and CEO Michael Habowski said the survey is a critical tool ACMC uses to review and improve the quality of care and overall experience patients have with the hospital and our providers. “The survey is nationally mandated by the Centers for Medicare & Medicaid Services. Hospitals across the country use the same survey, which is a valuable resource for both the patient and ACMC,” he said. “Our caregivers review each survey and strive to make improvements when a patient notes an area of opportunity. We appreciate when a patient lets us know we have done a good job in caring for them. We also take time to share the feedback with staff that provide direct care.” Who will get a survey? Patients who are admitted to ACMC, who have an outpatient procedure at ACMC, or who visit the ACMC Emergency Department may receive a survey. Press Ganey, a third-party company that distributes and tabulates the surveys, randomly selects patients to receive the survey. “We do not know which patients will receive the survey, and we cannot administer the survey while you’re here. It comes in the mail from Press Ganey and is returned to Press Ganey in the postage-paid envelope included with the survey,” said Shannon Pike, BSN, RN, Director of Patient Experience for ACMC. “The survey comes within a few weeks of the patient’s encounter. This extra time gives a patient the opportunity to fully reflect on their experience, so they can adequately share their perception of the quality and convenience of the care. We always want to hear our patients’ feedback.” What’s in the survey? The survey contains questions about critical aspects of the patient’s experience, such as responsiveness of hospital or office staff, quietness and cleanliness of the facility, pain management, communication with nurses and physicians, and more. Survey says… If you are a current or former ACMC patient and would like to share your experience about the quality of care at ACMC, consider joining our Voice of the Patient Advisory Council. Membership is free but does require a screening process and a monthly time commitment. Contact Shannon Pike for more information by calling 440-997-6269 or emailing Shannon.Pike@ ACMCHealth.org . ACMC Pulse • acmchealth.org 15