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.
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.
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.
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.
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.
Very well. We are consistently a top performer when compared to our peer hospitals across the country!
To view hospital survey results, please visit medicare.gov/hospitalcompare.
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In the last few months I was hospitalized twice at Inova Fairfax hospital for a TIA (I was held overnight in the hospital for observation) and later for a fall in which I fractured my left elbow (i then spent about 10 days in rehab). I want to express my appreciation to all the hospital and rehab staff for their professional and friendly care, and especially nurse Anthony while I was in the hostital overnight for observation and Dr. Paul in rehab.