Inova uses survey data to improve patient processes and communication

Focus on the Patient Experience: Inova Fair Oaks Hospital

Receiving a patient satisfaction survey after a hospital stay or procedure is a common occurrence for people across the country, including those who’ve come to Inova. But what happens to that data? Julie Hudtloff, Inova Fair Oaks Hospital‘s Senior Patient Experience Leader, answers some questions about the survey and why it matters.

Who receives a patient satisfaction survey?

We survey inpatients and outpatients about their experiences at our hospital. Patients are randomly selected and receive the survey via postal mail or email. Oftentimes, we ask for feedback from patients while they’re still in the hospital, too.

What kind of data is collected?

Patients are asked for their feedback on a variety of topics including how well we’re communicating, responsiveness of staff, discharge planning, cleanliness, food and overall experience. We contract with a third-party vendor, which distributes the surveys, tabulates the data and allows us to review the feedback daily.

Are surveys the only tool for getting patient and family feedback?

No, surveys are just one of the tools we use. We routinely speak with patients while they are here to find out what’s working and address any issues in real time. We also include patients in focus groups and conduct follow-up phone calls.

Does the data drive changes in any way?

Definitely. We take patient and family feedback very seriously, and we use that information to guide process improvement, recognize team members and steer educational development. We are always looking for ways to improve the patient experience, and these surveys help keep us on track.

How does Inova Fair Oaks Hospital rate compared to other hospitals?

Very well. We are consistently a top performer when compared to our peer hospitals across the country!

How good is my hospital?

To view hospital survey results, please visit medicare.gov/hospitalcompare.