Patient Experience

Measuring Your Satisfaction with Our Care

CMH values patient and family feedback. Patient experience surveys are delivered to patients after inpatient stays, surgery, outpatient visits and emergency visits using the services of Press Ganey, a national health care consulting firm. The surveys are sent via mail, email or text to make it easy for our patients to respond with information that can help us improve the experience we provide.

CMH has ranked in the top 5% of all hospitals in the nation who utilize Press Ganey to measure emergency room patient experience in 2019 and 2020.

Patient Experience survey results and written comments concerning specific caregivers are consistently shared with all hospital employees. The Performance Experience team supports efforts to enhance patient experience by continually monitoring survey results and looking for opportunities to improve our patients' experience. By consistently monitoring patient feedback, our Performance Experience team is able to review the results and prioritize ways to improve our patients' hospital stay or outpatient visit.

In addition, all acute care hospitals throughout the United States participate in a patient survey process created by the Centers for Medicare and Medicaid Services (CMS). This HCAHPS survey (Hospital Consumer Assessment of Healthcare Providers and Systems) measures patients' evaluations of their hospital care.

CMH results are available at Medicare.gov. The most recent quality measures for CMH may be found there. Eligible adult patients are surveyed after hospital discharge and the results displayed represent four consecutive calendar quarters. Unfortunately, there is a time lag of the CMS published HCAHPS survey results, but CMH is dedicated to making all information available to our patients. Below is a description of each question that patients are asked after they are discharged:

Patient Care Activites Evaluated	Explanation of this Care
Communication with Nurses	Patients rate nurses on how well they treat patients with courtesy and respect, and how often they listen carefully and explain things in a way that can be understood.
Communication with Doctors	Patients rate their doctor on how well they treat patients with courtesy and respect, and whether they listen carefully and explain things in a way that can be understood.
Communication with Nurses	Patients rate nurses on how well they treat patients with courtesy and respect, and how often they listen carefully and explain things in a way that can be understood.
Communication about Medications	Patients score hospital staff on how often they explain what medications are used, the reason for the medication, and possible side effects of new medications.
Responsiveness of Staff	Patient rate hospital staff on responses to the call button, how often patients received help when they wanted it, and how often patients received prompt help getting to the bathroom or in using a bedpan.
Cleanliness of Hospital Environment	Patients rate the hospital on how often the patients' rooms and bathrooms were kept clean.
Quietness of Hospital Environment	Patients score staff on how often the area around the patients' rooms was quiet at night.