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Quality & Outstanding Patient Experience

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 care provided by 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 continuously review these results.

Virtua also relies on patient data from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS has been formally endorsed by the National Quality Forum (NQF), an organization established to standardize health care quality measurement and reporting.

Approximately 24 percent of the patients who receive a survey take the time to complete and return it to us. We monitor trends and institute actions that ensure improvements. These surveys help us to identify areas where we can do better.

Virtua is continually strengthening its systems to be more patient centered. Our CarePartners, for example, add extra eyes and hands to help patients around the clock, at moments in between clinician visits. Another example is our GetWell Network. Its sophisticated in-room television system allows patients to watch educational videos, movies or give us instant feedback on their stay.

You can learn more from patients about their experience with Virtua. If you would like to comment on a recent experience, please call 1-888-VIRTUA-3 (1-888-847-8823).