Report Card #1 - Customer Service

Quality Counts at Memorial

Memorial Hospital of Union County’s commitment to quality is guided by patient surveys distributed, collected and reported by Press Ganey® and the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

Press Ganey is the nationally recognized expert in patient satisfaction. For more than 25 years, it has provided health care organizations with data and improvement strategies directed by consumer feedback. Press Ganey now partners with almost half of U.S. hospitals to gauge and improve the quality of care provided to patients they serve. To learn more, visit www.pressganey.com.

In 2006, the Centers for Medicare & Medicaid Services began to gather information via a standardized HCAHPS survey. Data reports gathered from patients discharged from the majority of health care organizations across the country provides an accurate “apples to apples” comparison amongst hospitals in the nation. More information is available at www.hcahpsonline.org.

 

Willingness to Recommend

 

A measurement of how likely the patient is to recommend our hospital to their family and friends.

   

96 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about likelihood to recommend.

 

Value of Nurse Communication

 

A measurement of the patient’s perception of how well our nurses listen and keep each patient informed, the attention paid to personal needs, and attitudes toward patient requests.

   

93 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about nurse communication.

 

Value of Physician Communication

 

A measurement of the patient’s perception of how well our physicians explain the care delivered in understandable terms, how well each patient is kept informed, if concerns or questions are addressed in an appropriate manner, and the amount of time the physician(s) spent with the patient.

   

92 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about physician communication.

 

Hospital Staff Responsiveness

 

A measurement of the patient’s perception of how quickly our staff responds to the requests of the patient and the effort put into resolving an issue.

   

97 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about hospital staff responsiveness.

 

Pain Management

 

A measurement of the patient’s perception of how well our staff worked to manage his or her pain during hospitalization.

   

94 Percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about pain management.

 

Quietness of Environment

 

A measurement of the patient’s perception of the noise levels in the environment related to talking, equipment alerts, televisions, etc.

   

88 Percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about environmental quietness.

 

Cleanliness of Environment

 

A measurement of the patient’s perception of the state of cleanliness in the environment as well as overall perceptions of facility sanitation and cleanliness.

   

95 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about environmental cleanliness.

 

Discharge Information

 

A measurement of the patient’s perception of how well prepared and educated he or she is to continue recovery after leaving the hospital.

   

92 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about discharge information.

 

Overall Experience

 

A measurement of the patient’s perception of their overall Memorial Hospital experience.

   

97 percent of Memorial Hospital respondents give a high score of “Very Good” or “Good” when asked about their overall hospitalization experience.

 

*HCAHPS - Survey of Patients' Hospital Experiences October 1, 2009- September 30, 2010
**Press Ganey - Based on calendar year 2010 Press Ganey results.

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Contact Us

  • Address: 500 London Avenue
    Marysville, Ohio 43040
  • Phone: (937) 644-6115
  • Toll Free: (800) 686-4677
  • Central Scheduling: (937) 578-2020
  • Customer Service: (937) 578-2355