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Patient Satisfaction
The Medical Center uses a variety of patient feedback surveys to gauge satisfaction. Many of our surveys are conducted by nationally-recognized health care research organizations, such as Press-Ganey Associates and Picker and Solution Point, which allow us to compare our performance to other health care facilities around the country. We also use our own hospital-formulated surveys for immediate and focused feedback on specific services.
What patients and their families say about the quality of care and the service they receive here is the focus of our quality improvement program. Survey feedback is reviewed as soon as it is received and shared with all levels of the organization to ensure continuous, consistent improvement. Listening to patients makes a difference in the services we offer:
- Our Room Service program, which allows patients to order from a hotel-type "room service" menu, was developed in response to patient satisfaction surveys. The number of patients rating our food services "excellent/very good" jumped 15% following implementation of the program.
- Expectant moms thought it would be helpful to address their concerns about labor and birth before they check in to deliver. Now, a nurse calls at about the 37th week of pregnancy to discuss birthing and pain management options, dietary restrictions, and special needs. We've found it's a great way for all of us to prepare for the big day.
To learn more about the ways by which we measure how we are doing and how The Medical Center compares with other hospitals in New Hampshire and across the country, visit Quality Initiatives.
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Patient safety: more than words |
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Southern New Hampshire Health System continues to participate in the Institute for Healthcare Improvement 5 Million Lives Campaign ►, a nationwide initiative of proven ways to elevate patient care and prevent avoidable deaths. Our Rapid Response Team has been a successful outgrowth of this campaign. Additional initiatives are underway to help reduce ventilator-associated pneumonia and central line infections, as well as to achieve 100% implementation of medication reconciliation.
Southern New Hampshire Medical Center is part of a statewide collaborative to reduce patient falls. We have
implemented a series of measures that are already proving successful, such as assessing incoming patients with the Morse Fall Scale, adding bed alarms, placing a “falling star” on the door of patients identified
at higher risk for falling, and increasing preventive bathroom rounds.
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