Quality indicators:

Why should patient satisfaction be important to you?

Patient satisfaction surveys and scores tell us (and you) how well we take care of our patients. Was the food good? Was your room clean? Did you understand what your doctors and nurses told you? High patient satisfaction scores mean we’re doing a very good job of listening to patients and visitors.

Mercy’s Day Surgery host position improved patient satisfaction dramatically.

Patient satisfaction:

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We listen

Our patients tell us what they want
We are constantly looking for ways to improve our services. The best source for improvement is feedback from our patients. Here are a few recently implemented programs:

“Aim to Please” initiative
Day Surgery’s “Aim to Please” program was formed to improve customer service, and includes amenities such as valet parking; friendly hosts to help patients find their way; educational materials explaining check-in procedures, where to go and what to expect; and courtesy calls before and after surgery. Learn more.

Central patient access
A central point of contact for doctors and patients gives you easier access to medical care. Central patient access is a “one-number-does-it-all” call where patients and physicians can schedule appointments and outpatient services, and complete medical necessity verification and insurance preauthorizations. Learn more.

Housekeeping quality check
At Mercy, every co-worker is involved in customer satisfaction. Mercy’s housekeeping co- workers end their shift each day by visiting assigned patient rooms for a final check of the day. This personal touch helps involve all co-workers in patient care and recovery. Learn more.

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