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Harry S. Truman Memorial Veterans’ Hospital

 

Patient Satisfaction at Truman VA

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Your feedback and comments help us to affirm our staff when they provide very good or excellent care and service and also help us identify the need for improvements.

Wednesday, February 29, 2012

Have you ever filled out a comment card at a restaurant?  Perhaps you wanted to let the manager know how satisfied you were with the service you received.  Did you know that hospitals also monitor patient satisfaction?  Patient satisfaction surveying is designed to promote health care quality assessment.  It also helps medical centers develop strategies that address needs and concerns of patients.

One tool that patients can use to provide feedback is the Survey of Healthcare Experiences of Patients (SHEP).  VA’s Office of Quality and Performance administers SHEP and provides results to VA Medical Centers and Community Based Outpatient Clinics.  Truman VA’s Customer Service Board uses this information to identify strong practices and opportunities for improvement. 

Historically, patient satisfaction at Truman VA has been very high.  SHEP measures patient satisfaction on many topics within the inpatient and outpatient settings including:

  • Cleanliness of the hospital/clinic environment
  • How well doctors & nurses communicate
  • Communication about medication
  • Sufficiency of discharge information
  • Noise level in and around inpatient rooms
  • Our ability to effectively manage pain
  • How well we involve patients and others in making health care decisions
  • Willingness to recommend the hospital
  • Overall rating of quality in the inpatient and outpatient settings.

Truman VA strives to provide the best possible service.  In early 2011, Truman VA launched the Ambassador Program as a customer service initiative.  When available, our Employee Ambassadors greet Veterans arriving.  They also help escort them to their desired location at the medical center.

After your visit or inpatient stay, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at one of our medical facilities.

Your feedback and comments help us to affirm our staff when they provide very good or excellent care and service and also help us identify the need for improvement.  Find out more about providing feedback to Truman VA.

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