How do you measure patient satisfaction?
Patient satisfaction is very important to us. We care about patients' impressions of Virtua and their feedback. As a result, we send a satisfaction survey to 50 percent of our patients. These names are randomly selected and the surveys are processed by Press Ganey Associates in South Bend, Indiana. Press Ganey is the company used by almost 6,000 medical facilities nationwide.
These satisfaction surveys ask patients to give their opinion of their entire experience - from the food to the nurses and physicians. Patients complete and return the survey directly to Press Ganey which ensures the results are processed objectively. The data is reported to Virtua on a monthly basis and we constantly review the results. We monitor trends and institute actions that ensure improvements. These surveys help us to identify areas where we can do better.
Approximately 24 percent of the patients who receive a survey take the time to complete and return it to us. If you would like to comment on a recent experience, please call 1-888-VIRTUA-3 (1-888-847-8823).