A patient’s perception of his or her hospital experience is an important measure of overall quality of care.
Colusa Regional Medical Center (CRMC) received a 40 point increase in overall rating, since November 2014, as determined by its patients. Thus ranking CRMC higher than 87% of participating hospitals nationwide.
“I don’t get excited too often, and I was excited about this,” said CRMC CEO Walt Beck.
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) score was calculated from the responses given by patients who were discharged from CRMC and received a survey in the mail.
“The wonderful thing about this survey is that we are only given positive marks when we are given a survey score of nine or ten,” said Beck, “Scores one to eight count against us.”
Beck commented that scores gave an insight to how the hospital was performing and that recent customer service changes were impacting patients.
“Our entire staff went through customer service training, and we implemented a method developed by Quint Studer,” said Beck, “every staff member now focuses on the needs of the patients and everything will follow from there.”
With the credit going towards staff, Beck commented that the county should be very excited about the quality of service now being offered at the hospital.
“We have listened to the concerns of our staff, the concerns of our patients and their families and we took each complaint seriously,” said Beck, “I am thrilled that our staff is making great efforts in improving the hospital.”
Lastly, Beck commented that he would like to thank the community for supporting its local hospital. “We couldn’t be here if it weren’t for our community,” he said.
For more information about Colusa Regional Medical Center and its services, call (530) 458-5821.