Catholic Medical Center partners with Press Ganey to survey patients to determine how we are measuring up. We ask our patients to rate our care as a way to evaluate and fine tune our own performance. Surveys are randomly mailed and returned to an outside agency, Press Ganey, to ensure confidentiality. Results are reported to department directors on a regular basis. For more information about Press Ganey and their products, services or testing methodologies, visit
www.pressganey.com.
HCAHPS: Patient Focused Care, Mission to Action
The heart of Catholic Medical Center is to provide
health, healing and hope to all.
We offer innovative, quality health care in a compassionate environment
built on trust and respect.
Putting our mission to action, Catholic Medical Center has been voluntarily participating in an effort to improve publicly reported patient satisfaction data. The Centers for Medicare and Medicaid Services (CMS) introduced a standardized national survey on patients’ perception of care during their recent hospital stay. As a supplement to our existing Press Ganey patient satisfaction process, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey questions are designed to measure a patient’s perception of care primarily around communication and responsiveness of hospital staff.
The survey asks patients to rate their care in seven key areas: communication with doctors, communication with nurses, responsiveness of hospital staff, cleanliness and quietness of hospital environment, pain management, communication about medicines, and discharge information. In the coming years, hospital reimbursements across the country will be linked to quality and satisfaction outcomes. By voluntarily participating in the HCAHPS patient satisfaction process over the past 18-24 months, CMC has demonstrated our leadership role in the national transparency movement.
In recent months, Catholic Medical Center has continued and implemented several initiatives in support of identifying ways to increase and address patient satisfaction.
Some of these include:
• Customer Service Training
• Clinical Document Project (electronic medical record)
•
Condition H
• Employee Service Excellence Awards
The first of these public report cards are now available on the Hospital Compare website (
hospitalcompare.hhs.gov). We consider ourselves to be leaders in patient centered health care and take this responsibility seriously. For questions about the HCAHPS survey or its results, contact Lisa Drouse, Director of Planning, by emailing
ldrouse@cmc-nh.org.
Complaint Resolution
If you wish to express a concern or complaint regarding Catholic Medical Center please contact the Patient Liaison at 603.663.8020. If you feel as though you are unable to resolve a complaint with the organization, you may contact the appropriate agency below.
For complaints or concerns related to patient safety or quality of care:
Mail: Office of Quality Monitoring, The Joint Commission, One Renaissance Blvd., Oakbrook Terrace, IL, 60181.
Phone: 1.800.994.6610
For complaint related to Quality of Care/Premature Discharge for Medicare Patients:
Mail: Northeast Health Care Quality Foundation, 15 Old Rollinsford Road, Suite 302, Dover, NH 03820-2830
Phone: 1.800.772.0151
For complaints within the jurisdiction of the NH Department of Health and Human Services:
Mail: NH DHHS, 129 Pleasant Street, Concord, NH 03301-3857
Phone: 1.800.852.3345