February 04, 2019
|Sentara RMH Exceeds Patient Satisfaction Goals
|HARRISONBURG, VA – Sentara RMH Medical Center exceeded its patient satisfaction goals for 2018 on both inpatient and outpatient satisfaction surveys. Sentara RMH inpatients and outpatients are asked in follow-up satisfaction surveys to rate their healthcare experience. The surveys are administered to a random selection of inpatients and to all outpatients after they have completed their hospital or clinic visit.
“We are always striving to improve the quality and safety of the care we provide to our patients, as well as the experience they have when they come to us for care,” said Doug Moyer, Sentara RMH President. “In 2018 the entire organization made a concerted effort to refocus our attention on improving the patient experience at our hospital and Medical Group outpatient clinics, and I’m pleased that the survey results are a great testimony to the effectiveness of our efforts.”
One of the efforts involved “Caring Always” classes for all staff and volunteers in which the importance of the patient experience was discussed in detail, and staff were asked to make a personal commitment to ALWAYS provide exceptional service to our patients and their families. In addition, a patient experience coach was hired to help leaders, staff and physicians focus on their patient experience skills. Trainings were held, a library of educational videos was made available, and the coach worked side-by-side to help staff learn new patient experience techniques.
“This is a journey we all strongly believe in, and we want to continue improving the experience of our patients, both in the hospital and in our outpatient clinics,” said Patient Experience Coach Meghan Patterson. “Our patients’ satisfaction with the high quality care we provide is top of mind for us; it’s something we’re committed to.”
Sentara Healthcare celebrates nearly 130 years in pursuit of its mission – we improve health every day. Sentara is an integrated, not-for-profit system of 12 hospitals in Virginia and Northeastern North Carolina, including a Level I trauma center, the nationally-ranked Sentara Heart Hospital, two orthopedic hospitals, accredited Sentara Cancer Network and the Sentara Neurosciences Institute. The Sentara family also includes four medical groups, Nightingale Regional Air Ambulance and ground medical transport, senior care, home care and hospice, nursing rehabilitation centers, ambulatory outpatient campuses, advanced imaging and diagnostic centers, a clinically integrated network, the Sentara College of Health Sciences and the Optima Health Plan serving 450,000 members in Virginia, North Carolina and Ohio. With nearly 28,000 employees, Sentara is strategically focused on clinical quality and safety, innovation and creating an extraordinary healthcare experience for our patients and members.