In order to grow and meet the needs
of patients, visitors and communities as a whole,
hospitals must first understand those needs.
At Southeast Missouri Hospital, one of the tools
we use to monitor patient needs and opinions is
an ongoing patient satisfaction survey process.
Working with National Research Corporation (NRC),
one of America’s most respected healthcare
satisfaction organizations, Southeast randomly
surveys hundreds of patients every year to measure
and ensure their overall satisfaction with our
service. |
 |
In those surveys, we ask patients
how they would rate their care; whether we treated
them with dignity and respect; if they would recommend
us to their friends and family; if they feel they
had adequate “say” about their treatment;
if we gave them ample and understandable information
about their care; and dozens of other questions
designed to help us understand their needs and
continually improve the quality of care we provide.
Survey results are measured against scores from
hundreds of other hospitals throughout the country.
Those comparisons tell us that Southeast patients
are consistently more satisfied than those at
most other hospitals in the nation, and in some
areas our satisfaction scores are unsurpassed.
For instance, asked if they would recommend Southeast
to their families and friends, 83.9 percent of
those randomly selected to be surveyed earlier
this year said “yes, definitely” and
another 13.8 percent said “yes, probably.”
Among all other hospitals surveyed by NRC, only
70.7 percent of patients said they would “definitely
recommend” a hospital. Our surveys also
allow us to compare our satisfaction levels over
time as illustrated by the chart on this page.
One of our survey questions asks patients, “if
you could change one thing at Southeast, what
would it be?” Typical answers include: “Not
a thing.” “Your hospital was excellent.”
“Nurses were great.” “Best care
I could have had.” “I can’t
think of anything.” “I was very well
taken care of at Southeast.” “I wouldn’t
change anything.” One former patient went
so far as to propose “having Southeast Missouri
Hospital in every city nationwide.” |
If you want to talk to
our customer service representative,
please email
Jay Wolz with your questions and comments.
|
