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HRH ADOPTS NEW PATIENT SATISFACTION SURVEY PROCESS

February 20, 2012

Holy Rosary Healthcare is adopting new survey processes to measure patient satisfaction. A combination of telephone, email, and mailed surveys will be used to obtain feedback from randomly selected patients who receive care on an inpatient or outpatient basis at Holy Rosary Healthcare in Miles City.

"Printed surveys that had been mailed to patient's homes and then returned by mail have provided valuable information for many years," explained Sara Beard, RN, HRH Quality Director. "We're pleased to adopt customer-friendly and industry-leading methods by using a mix of phone, email, and printed surveys. Industry data shows patients prefer this approach, more patients complete the surveys, and the data received is more timely which is beneficial for all involved."

As part of this process, Holy Rosary has partnered with Press Ganey, the recognized leader in creating and sustaining high-performance health care organizations. The surveys – by telephone, email, and mail – will come from Press Ganey. "We simply want our patients to know that they can expect to receive a phone call, and in some cases an email or mailed survey related to their experience at Holy Rosary," commented Beard. "This is a change from the mail-only survey process that most patients have been familiar with; the new phone and email surveys are legitimate surveys as long as they are coming from Holy Rosary Healthcare or Press Ganey."

"We measure our performance in many ways," explained Lisa Sanford, RN, FNP, HRH Vice President of Patient Care Services. "Direct feedback from our patients is one of the most valuable tools we rely on to continuously evaluate and improve our care at Holy Rosary. We highly value patient feedback – positive or constructive – and appreciate our patients taking time to share their perspective."

Per HIPAA regulations, Press Ganey only has the patient's contact information and in which HRH departments the patient accessed care; the information is used exclusively for the purpose of conducting the surveys. Holy Rosary Healthcare does not share confidential personal health information about any patient with Press Ganey or any other third-party unless authorized or requested by the patient.