Patient Experience
At Wabash General Hospital, we value your trust. We want to help you be informed when choosing a provider to take care of you and your family because it affects your patient experience.
Patient experience is an integral component of health care quality. It includes several aspects of health care delivery that patients value highly when they seek and receive care - such as getting timely appointments, easy access to information, and good communication with health care providers.
We have our Patient Experience Coordinator on-site to continually look at various aspects of the patient experience, plus other components such as effectiveness and safety of care to provide a complete picture of health care quality. To truly assess the patient experience, we know we must learn from our patients' experiences in our health care settings.
With this in mind, we want to help our patients—current and future—and their loved ones understand how we measure and evaluate the patient experience. Below are more details about our patient experience surveys and what we do with the information we learn from them.
About the Outpatient Surveys
Wabash General Hospital measures many aspects of our patients’ experiences. To ensure that we are holding ourselves to the highest standards, we partner with NRC Health, an independent patient experience company. NRC Health has been involved in healthcare surveys for 35 years, and works with 26 of the top 30 health systems in the United States.
Who receives surveys?
All patients who have received care at a Wabash General Hospital clinic
could receive a survey.
How can surveys be completed?
Surveys are offered by phone or email message, and give patients an opportunity
to provide feedback about their experience.
What is the focus of the survey?
Patients are invited to complete surveys about their outpatient visit.
The surveys ask patients to evaluate how well their care team listened,
communicated and showed courtesy and respect towards them. Results are
used to evaluate care perceptions and to identify areas for improvement.
What do we do with the survey responses?
Survey ratings and patient comments are shared on wabashgeneral.com for
the benefit of our patients and providers. Also, our providers and departments
receive their survey data results, and how they compare to their peers,
on a monthly basis. Wabash General Hospital has a team that reviews the
feedback, and then uses the data and comments as part of our improvement
initiatives.
Why don’t we see patient ratings and comments for every physician?
More ratings increase the accuracy and reliability of the results. A provider’s
rating will only be posted on the site providing he/she has a minimum
of 30 completed surveys.
About the Inpatient Surveys
The HCAHPS survey asks discharged patients 29 questions about their recent
hospital stay. The survey contains 19 core questions about critical aspects
of patients' hospital experiences (communication with nurses and doctors,
the responsiveness of hospital staff, the cleanliness and quietness of
the hospital environment, communication about medicines, discharge information,
overall rating of hospital, and would they recommend the hospital). The
survey also includes three items to direct patients to relevant questions,
five items to adjust for the mix of patients across hospitals, and two
items that support Congressionally-mandated reports.
The HCAHPS survey is administered to a random sample of adult patients
across medical conditions between 48 hours and six weeks after discharge;
the survey is not restricted to Medicare beneficiaries. To learn more
information about the HCAHPS survey, please visit
www.cms.gov.
