Customer Satisfaction Measures track the patient and/or patient representative impression of the care processes of Heritage Valley Health System. Satisfaction is measured at all Heritage Valley facilities, including hospitals, outpatient diagnostic and laboratory locations, physician practices and ConvenientCare™ clinics. All customer experiences are measured, from multiple-day inpatient stays at our hospitals to outpatient tests that take as little as 5 minutes to complete.
To ensure we obtain a comprehensive perspective of our customers care experience, multiple methods for obtaining feedback are used. Heritage Valley uses the following services and methods to gather information on customer satisfaction.
- Press-Ganey. Heritage Valley Health System utilizes the services of Press-Ganey, an independent survey company. Surveys are mailed to a random subset of patients on a daily basis. Press-Ganey compiles the results and sends the data to Heritage Valley and directly to the Centers for Medicare and Medicaid Services (CMS) for public reporting.
- Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Heritage Valley participates in this national survey that queries patients about their experiences during a recent hospital stay. The HCAHPS results shown below compare hospitals based on ten important hospital quality topics.
- Direct Mail. Heritage Valley initiates direct mail inquires to persons who utilize our ambulatory or outpatient care services. The customer satisfaction responses are collected and feedback is reported on our web site.
- Personal Approach. Convenient Care™ and physician office satisfaction are measured by handing our surveys to customers at the time of visit.
This multi-faceted approach to obtaining objective responses provides us with the necessary feedback to design and improve our services. Information provided in the tables below demonstrate how our customers and communities rate their care from a satisfaction perspective.