EPMC – Striving Diligently to Improve Patient Satisfaction

In March, 2004, Estes Park Medical Center initiated a program of post-visit patient surveys conducted by Avatar International Inc., in order to elicit feedback regarding the quality of service in our three main patient areas: the Emergency Department, our Inpatient Unit and our New Life Center. To analyze and follow-up on this feedback, EPMC leadership appointed a team comprised of employees from various departments to assess the results and devise strategies to improve areas where feedback was less than favorable. 

Since instituting this program, there have been major improvements in several areas, most notably Billing, Meals and Pain Management. Our Emergency Department has consistently received a five-star rating, reflecting admirably on all hospital personnel who contribute towards assisting the emergency care patient. 

In order to gauge our successes and challenges, Estes Park Medical Center compares our patient satisfaction survey scores to the scores of our patients’ expectations, and time and again we exceed their expectations. For our current reporting period (March 2006 – February 2007), our results were as follows: 

EPMC received an overall score of 91.38, compared to our patients’ expectations score of 87.57, an increase of 3.81. 

The Emergency Department received a score of 91.49, compared to our patients’ expectations score of 87.47, an increase of 4.02. 

Our Inpatient Units received an overall score of 90.72, compared to an expectations score of  88.17, an increase of 2.55. 

Our Medical-Surgical Unit received a score of 90.46, compared to our patient expectations’ score of 87.94, an increase of 2.52. 

Finally, our New Life Center scored 92.34, compared to the patient expectations score of 89.58, an increase of 2.76.             

          

Some changes we recently made at EPMC to better accommodate our patients include:

-  In-room informational materials and whiteboards to better educate and inform our inpatients about the care they are receiving.

-  A designated Patient Financial Services representative for every inpatient so                       that all billing and payment questions and issues can be answered.

-  Improved Dietary Services, to include extended meal times, home-style cooking and elegant place settings.

-  Streamlined patient admitting procedures to the Emergency Department.

-  Improved pain management procedures and patient education.

Here are a few recent patient comments about some of our staff –

“I felt very safe during my short stay. I received excellent care and I thought the food was very good! I feel very fortunate to be here in Estes Park where we have such wonderful medical facilities so close at hand! 

“The doctor and nurse that treated me were absolutely amazing! The night went from being such a scary situation to feeling safe and more understood. Neither me nor my family had ever felt so well taken care of as we did at your hospital. Thank you!”

“I’ve always had positive experiences in the E.R. even though I live (out of town). I prefer to be seen in the EPMC E.R. You guys are the best and are always pleasant and helpful, not to mention very caring. Thank you for taking such great care of me!”

© 2008 Estes Park Medical Center, Park Hospital District