Franklin Memorial Receives Exceeding Expectations Award
June 10, 2009
“The hallmark of exceptional service to patients is to consistently meet or exceed their expectations,” said Rebecca Ryder, Franklin Memorial Hospital president/chief operating officer. “We have a solid reputation in the community; clearly our patients are saying they have confidence in the care that Franklin Memorial Hospital provides.”
When a patient comes to Franklin Memorial for outpatient services, inpatient care, emergency care, or ambulatory care, or is transferred via NorthStar ambulance, the patient is later mailed a survey to fill out. The survey is completely anonymous and is administrated and customized by Avatar International, according to the services each patient has received. Patients are then asked questions like, “I would recommend Franklin Memorial Hospital to a family member or friend” and others. At the end of each survey, patients can write in comments and check a box to be contacted to discuss their experiences.
The patient satisfaction surveys measure different aspects of a patient’s experience and compare those results against a national database of survey results from other hospitals. Feedback from the Avatar patient surveys is delivered to Franklin Memorial on a weekly basis.
“The comments we receive from patients on the surveys are a tremendous help,” said Mike Swan, vice president of quality. “Patients are encouraged to share their hospital experiences so we can evaluate services and recognize the contributions of our caring and dedicated staff.”
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