New Process for Measuring Patient Satisfaction at Avera Marshall
Patient satisfaction and quality care are always important at Avera Marshall. And now a new type of survey will help monitor a patient’s perception of their health care experience.
Effective July 1, all Avera facilities will begin using HealthStream Research, a nationally recognized patient satisfaction measurement and learning company who specialize in health care. The perception survey will ask about care provided by staff and physicians. This new partnership with HealthStream will allow a systematic way of evaluating patient experiences on a year-round, day by day basis.
HealthStream conducts telephone interviews with randomly selected patients shortly after an outpatient visit or hospital stay. Those patients who choose to participate will provide confidential responses on topics ranging from staff communication to room cleanliness.
“Our goal is to have all of our patients answer ‘always’ to the questions we ask about their care,” said Michelle Malmquist, vice president of Quality Integration at Avera Marshall. “We use their feedback to guide us in ongoing efforts to provide the best possible care for every patient.”
Patients will be informed that they may receive a call, so if they see the number on their caller ID, they will know it was from HealthStream research company. If there are questions or concerns during an individual’s hospital stay, they are encouraged to ask to speak with the Patient Care Services Director, Cheryl Verschelde.
The survey process is important, according to Malmquist. “Our facility is measured against all other facilities, and we are ranked according to how patients rate us,” she said. “Eventually, a portion of our reimbursement from Medicare will depend on how well our patients perceive the care we give them. We want to provide the best care always to each of our patients. The survey process is a great way to measure our success.”