Within a few days of returning home, our former patients are contacted by phone to get feedback on their level of satisfaction with their care, to see how they are doing and to determine if they need any further help in their recovery. During this follow-up, we ask a series of questions that evaluate their stay. We are pleased to report that we consistently get very positive responses. In our most recent survey (December 2006), positive responses were received 97% of the time! In those few instances where a concern is expressed, staff takes the concern very seriously, reviews the concern with appropriate team members and makes a follow-up call to the patient. Where necessary, adjustments in future care procedures are made. Invariably, many patients make additional unsolicited comments and a few are listed here (without names due to confidentiality requirements):
“I couldn’t have picked a better place”.
“I wouldn’t go anywhere else”.
“I certainly would recommend you”.
“I have already referred you to someone else”.
“You guys did a beautiful job”.
It is indeed gratifying to part of an organization that receives such great feedback and continues to make such positive improvements in patient’s lives.