All hospitals in Rhode Island (along with nearly 10,000 other healthcare organizations nationwide) use one company- Press Ganey- to measure “customer satisfaction” on an ongoing basis. This is done with a highly detailed questionnaire that Press Ganey mails to anyone who has used a participating facility. The results are compiled monthly, and the ratings of all Press Ganey clients can be viewed by any participating healthcare entity. This accessibility means, for example, that South County Hospital can (and does) compare its scores with other hospitals in the state and region, as well as with hospitals of the same size anywhere in the country. The Hospital was delighted, therefore, to learn from the most recent three consecutive Press Ganey reports that its overall scores – in the 99^th percentile- made South County Hospital number one in customer satisfaction in Rhode Island.

                The survey ask questions that cover every aspect of a patients experience, including how the patient’s family and visitors were treated. Room comfort and cleanliness; the attentiveness of nurses and other caregivers; pain management; food; test and treatments; clarity of instructions; discharge planning information- virtually every moment of a person’s hospitalization is included. 

                The level of detail the surveys supply allows the Hospital to continually review every area of operations and determine, as necessary, where improvement can be made in performance and patient care, For the past year, score have risen steadily in eight of all 11 categories. “It’s about the culture here, the people,” Barbara Seagrave, vice president of Patient Care Services, noted. “The staffs at South County Hospital really live it. That’s the joy of a ‘community hospital’ – it’s our community we’re caring for.” She explained, “Patient satisfaction is one of the Hospital’s stated goals each year, and staff are continually oriented on this”.

One of the most significant questions in the survey address “likelihood to recommend” the hospital and its services. “Ranking first in the state in this category is especially gratifying,” noted Lou Giancola, president and CEO.

With more than 20 years of experience in the field, Press Ganey is considered the leader in performance improvement for healthcare organizations (to learn more, visit www,pressganey.com). “The most successful healthcare organizations act upon the needs of all customers to improve the delivery of care.

South County Hospital can be very proud of its achievements,” Mark Porter, improvement manager with Press Ganey, stated in a recent letter to the hospital.

“The South County Hospital staff is responsible for the satisfaction of out patients,” Lou Giancola points out. “Their dedication to patient care and services is evident when our patients recognize us for quality.