Cookeville Regional Medical Center is changing the way patient satisfaction surveys are conducted. Traditionally paper surveys have been sent by mail to patients after their hospital stay to assess their satisfaction with the level of care and services they received. Now, the surveys will be completed by professional telephone interviewers from HealthStream Research, a company based in Nashville that provides this service for hospitals nationwide.
“This change is beneficial for several reasons," says Barbara Aldridge, customer service manager at Cookeville Regional. "First, we are eliminating 30 to 50 thousand paper surveys which is a tremendous benefit for the environment. Secondly, with a professional telephone interviewer the patient has the opportunity to speak to a live person and voice any concerns they may have. This assists us in making sure that we address every concern the patient may have related to their stay. And patients may rest assured that their comments may remain anonymous if they so choose.”
The surveyors will ask the patient approximately 12-15 questions and the phone call lasts an average of ten minutes. Cookeville Regional encourages patients to take the time to share their experience with the surveyor so that all opportunities to improve patient care are known to hospital staff.