Satisfaction with your Healthcare Experience
Our primary focus at St. Mary's Healthcare is providing a Consistent, Exceptional Ascension Health Experience for all those we serve. We conduct surveys in a variety of settings to assist us in assessing your satisfaction with your healthcare experience. The surveyed areas include the Edward L. Wilkinson Residential Health Care Facility, Emergency Room, Out Patient Services, Ambulatory Surgery, In Patient, Medical Practice, Urgent Care and Physical Medicine Rehabilitation.
St. Mary's Healthcare is also a participant in the CMS sponsored National Patient Satisfaction Survey, HCAHPS. The goal of this initiative is to evaluate the care and services provided at acute care hospitals in the nation and provide a report back to the public on how the health care system is functioning. The results of this survey can be viewed at hospitalcompare.hhs.gov
The residents or family of Wilkinson may receive a periodic written survey. All other surveys are conducted by phone. Professional Research Consultants, PRC, based in Omaha, NE is the company we have hired to conduct these phone surveys.
St. Mary's provides a confidential list of all patients to PRC from which they randomly select patients to receive the survey. Because the interviewers are not selling anything, these calls are permitted by the "Do not call registry".
If you receive such a call, we'd appreciate your participation, however completion of the survey is voluntary. The number displayed on your caller ID will typically be some iteration of Professional Research Consultants with a 402 area code; it may show up as "Prof Rsrch C." One of the last questions the interviewer will ask is "if the facility needs to follow up on your comments, may they contact you again?" If you don't give permission to do so, your responses will be considered confidential.
PRC analyzes the results of the surveys and provides us with reports. We appreciate the feedback that is provided to us through this survey process. Should you be selected and choose to complete the survey, we encourage you to express your opinions, both positive and negative in an open and frank manner. You will be given an opportunity to share your comments on what went well and what could be done to improve your experience near the end of the survey. However, please be aware that the CMS HCAHPS survey does not allow you the opportunity to comment.
As a member of Ascension Health, we want you (our patients) to experience care and service which would cause you to recommend us to your family and friends. As such, every survey asks you to score whether or not you would recommend St. Mary's Healthcare to your family and friends on a scale of 0 (not at all likely) to 10 (extremely likely).
If you have any reason to rate us lower than a 9, please don't wait for the survey. Let us know of your concerns so we can provide the desired care or service.