As part of St. Luke's ongoing efforts to enhance the well being of people in the community we serve, the St. Luke's Health Care Center (HCC) will be launching a new Patient Satisfaction Program this fall. The program is separate from the patient satisfaction surveys and service improvement efforts conducted at St. Luke's Hospital.

"There is nothing more important than our patients," says HCC Chief Operating Officer Patrick Peer.  "Without our patients, our reason to exist ceases, so we need to ensure that we continue to provide the excellent care our patients have come to expect."

The Patient Satisfaction Program will solicit patient feedback to determine what elements of service they consider most important and how well they believe their needs have been met:

• Today's Visit Cards:  A six-question survey (available in English and Spanish) will be handed out randomly to patients after an exam or procedure to provide immediate feedback on their perceptions of the quality of care they received.
• Post-Visit Phone Calls:  All patients who come into the office for a procedure will receive a call to check on their progress and to address questions they may have forgotten to ask while with the clinician.

"It’s important for us to receive feedback from our patients regarding how we can enhance our services to ensure quality care and satisfaction," Peer says.  "The surveys and post-visit calls will help us identify the factors in patient care that matter most and measure our performance in those areas.  Patient responses also will assist us in developing specific action plans for improvement, including comprehensive training for our staff in various areas such as communication skills and time management."
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