Patient survey begins at SMH
MANISTIQUE – In its ongoing efforts to improve overall patient experiences, Schoolcraft Memorial Hospital has begun an extensive patient expectation project through a new external patient satisfaction survey process.
Emergency room patients, outpatients (including x-ray, lab, diabetic education, rehabilitation services and surgery), inpatients, as well as Rural Health Clinic patients will be chosen at random to participate in a brief telephone interview.
Conducting the survey on the hospital’s behalf will be Arbor Associates, Inc., of Petoskey.
In partnering with Arbor, SMH will stay in compliance with HIPAA rules, and has authorized Arbor to work with patient information limited to name, phone number and date of service only.
Arbor’s reports will compare SMH’s results to other hospitals in the U.P. and across the country.
“Our goal is to continuously improve the overall experience of quality care and service to our patients,” said Sherry Arnold, quality improvement and risk management director. “SMH strives to ensure each and every person entering through our doors has the optimal experience emotionally and physically. SMH wants to meet every patient expectation.”
SMH is requesting patients to take a few minutes to answer Arbor’s questions if called by the company, noting patient opinions are of great value to the hospital.