Humboldt General Hospital is hoping to catch the “voice” of
The hospital has partnered with HealthStream to provide insights into patients’
experience at the hospital, which will in turn help HGH continue to examine
and improve its care.
“The idea,” says HGH Chief Nursing Officer Darlene Bryan, “is
to improve the quality of the healthcare we provide by assessing the expectations
and experience of the patients that receive that care.”
Bryan continued, “We are dealing with so many challenges stemming
from aging populations, governmental mandates, escalating chronic illness,
increased drug abuse and more. We need to keep our finger on the pulse
of our patients’ experience so we know we are meeting their needs.”
Bryan said professional telephone interviewers with the health research
company will be contacting patients in the community to ask for feedback.
In the future, these surveys will be available via email.
Bryan said HealthStream actually captures patients’ verbatim responses
to open-ended questions. These full recordings are then delivered, transcribed
and coded, allowing hospital staff to immediately address service issues
as well as recognize exemplary performance.
Bryan said she is hoping patients will take the time to share their feedback
about their experience at the facility.
“Many times patients have complaints or even compliments about their
care,” said Bryan. “If they don’t share those, we can’t
minimize the bad or maximize the good; we need that feedback.”
HealthStream currently will contact patients from Acute care, Obstetrics,
and the clinics. Soon, patients from the Emergency Department, Ambulatory
Surgery, as well as those receiving outpatient services such as Radiology,
Laboratory and Respiratory Therapy will be contacted for the surveys.
All survey results are confidential.
“We will never know who responds,” said Bryan, “we will
only receive their anonymous feedback.”
Armed with regular insights from the survey process, Bryan said hospital
leaders hope to improve care transitions, enhance each patient’s
experience, reduce risk, be more compliant, and identify opportunities
for improvement—to name just a few of expected benefits.
“We are very committed to this process,” said Bryan. “Every
patient deserves the best care and this is one more way for us to address
that as a hospital community.”