Tracking our patient satisfaction

PeaceHealth Southwest is committed to following up with our patients after they leave our facilities. We do this to check in and see how they're doing, to make sure they understand their treatment plans and discharge instructions, and to learn whether we could have done more to improve their care during their stay. It's also a chance for us to find opportunities to recognize caregivers who made a big impression on them during their stay.

Patient Satisfaction scores are a crucial part of our quality assurance measures. They also influence our reputation and our financial performance. That's because the Federal government uses related survey data—through a system called HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems)—to track hospital performance and in some cases to determine how much to reimburse hospitals for the services they provide. Only hospitals with consistently high patient satisfaction scores earn the government's confidence and top-tiered reimbursement levels.

As caregivers, we all have an influence on our patient satisfaction and HCAHPS scores; together we all have a responsibility to work to improve them. It's the right thing to do for the patient, and it enhances our ability to meet our Mission of providing compassionate quality healthcare for everyone, no matter what their financial standing might be.