OUR COMMITMENT TO CARE


Patient Satisfaction Matters to Us


Our goal is to provide a world- class experience. To do so, we ask for feedback from patients like you. So let us know: How was your stay? Are you getting the care you need? Are your doctors and nurses listening and responding to your questions or requests?


During Your Stay Please speak with your physician, nurse or unit’s nurse manager if you have any questions or concerns about your care. If your issue still is not resolved, then contact the nursing supervisor or patient advocacy. You also have the right to file your complaint with either:


The Virginia Department of Health Office of Licensure and Certification 9960 Mayland Drive, Suite 401 Richmond, VA 23233 800-955-1819


Office of Quality Monitoring The Joint Commission One Renaissance Blvd. Oakbrook Terrace, IL 60181 800-994-6610 Email: patientsafetyreport@ jointcommission.org


After Your Stay Our goal is to always provide you with excellent care, and it’s important to know if we have delivered on that goal. Once you leave our hospital, you may be called by a third-party vendor to take the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This survey is a tool to measure and report patient satisfaction. It’s made up of simple multiple-choice questions on key topics, such as: n


doctor and nurse communication


n n


medicine and discharge information


pain management and staff responsiveness


n overall quality of the hospital


If you’re selected to receive this survey, please take the time to complete it. The results will


help us know what we’re doing right and where we can improve. Please note that your medical information is not shared with the surveyor and your feedback is completely anonymous.


Ethics Committee When a healthcare choice also involves an ethical concern, such as a family member’s wish to refuse life- sustaining treatment or a disagreement between family members or other caregivers concerning Advance Directives, decision-making can become overwhelming. Our Ethics Committee is available to hear such concerns. Requests for a consultation may be made by the patient, a family member, the physician, nurse or another staff member.


To request a consultation, dial 0 for the hospital operator.


WANT TO KNOW HOW WE SCORE?


To review and compare hospitals, you can visit the following website: www.medicare.gov/hospitalcompare.


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