(includes an optional Urgent Care Survey)
The Emergency Department of a hospital is a key entry point for many consumers into your healthcare facility. Their experience in the ED may well determine whether they return to your hospital for future services. And it is the type of experience frequently shared with family and friends. So it is critical that you use this opportunity to “put your best foot forward”. The RWHC Emergency Department Patient Satisfaction Survey is designed to gather useful patient feedback based on their experience. The survey, which is administered by mail, is ‘visit specific’; a patient would complete it as soon as possible after visiting your facility.
The survey questions are designed to gather information regarding:
- Access to Care
- Communication with Providers
- Communication with Nursing Staff
- Interpersonal Skills
- Global and Bottom Line Items
Patient responses are presented in a variety of reports on a secure website. These reports are updated daily so that you are always reviewing the most current information. Reports are designed to provide valuable and practical information in a clear and concise format. The RWHC reports are designed to provide you with solid data on which to base your quality improvement initiatives without burdening you with so much information that it becomes difficult to use.
Survey processes have been designed to place minimal burden on hospital staff. The hospital provides a file of patient visits and related information to RWHC via a secure website. RWHC does a sampling of the patients as determined by the hospital. RWHC mails the surveys, processes returned surveys, mails follow up requests as needed, and provides reports on a secure website based on all returned surveys.
We realize that many hospitals also provide an Urgent Care service as an alternative to the Emergency Department service. In recognition of this distinct but integral service, you have the option to identify the Urgent Care patients separate from the Emergency Department patients in your data files. We will identify the appropriate department within the survey to each patient. There is no additional fee for this option.
If you would like additional information about the RWHC Emergency Department Patient Satisfaction Survey Program, please contact Mary Jon Hauge