work for UT Southwestern Medical Center and we provide Quality Improvement initiatives to help provide safer care for patients undergoing cardiac surgery in the OR, ICU or in our cardiovascular floor. UT Southwestern provides several ways where patients and the general public can communicate to the institution regarding the quality of customer service and how satisfied or dissatisfied they were with the services provided and other factors related to their hospital visit. We frequently conduct patient satisfaction surveys and score them both in the institution level and departmental level. This form of outcomes assessment is extremely important to hospital executives and quality officers in increasing the quality, efficiency and effectiveness at UT Southwestern as well as reducing infections and hospital costs due to Hospital Acquired Infections (HAI’s). Our Patient Satisfaction and Experience Surveys ask patients who underwent surgery or other procedures questions such as: How was the ease of access to services? How were the interpersonal skills of the providers? There are two key surveys UT Southwestern conducts: The first is called the Consumer Assessment of healthcare Providers and Systems (CAHPS) and the next is called Hospital Consumer Assessment of Healthcare Providers and Systems (HCAPHS). This is the most reliable and effective way we communicate with our patients regarding how satisfied they were with our services.
UT Southwestern frequently gets praise from our patients for the professionalism and hospitality of our hospital staff. Patients are also satisfied with ease of scheduling appointments and overall hospital service. We do not get many unsatisfied patients; however whenever we have patients with concerns or complaints, we are quick to resolve issues and make sure all the patient’s questions or concerns are answered. It is vital to our institution to show that we care for our patients.
Our methods are extremely...
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