What is Patient Satisfaction or Patient Experience? At Baystate Visiting Nurse Association and Hospice (BVNAH), our mission is to improve the health of people in our communities every day, with quality and compassion. We know that providing quality care not only involves how well we deliver your care, but also how well we treat you as a person- with dignity, respect, care, and compassion. This is the “patient experience” at BVNAH.
Your satisfaction with your experiences with BVNAH is very important to us. We listen to our patients and their families and make improvements based upon what they tell us. One way we obtain feedback for improvement is through surveys. Listening to patient feedback is a valuable way to know what we are doing well and where we need to improve.
At BVNAH, we use a special survey called HH-CAHPS, or the Home Health Consumer Assessment of Healthcare Providers and Systems Hospital Survey. Many home health agencies throughout the United States are using this survey. Patients are contacted by phone and are asked questions about their recent home health visit, such as overall rating of home health care, would they recommend this home health agency, care of patients, communication between providers and patients, and specific care issues.
BVNA&H's patient satisfaction results with overall quality of care received by Homecare and Hospice rated as “excellent” are comparable to or better than the PRC benchmarks.
To learn more about HH-CAHPS, please click the following link: HH-CAHPS Information
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