CCHS begins new patient survey process


June 14th, 2018 by Ric Hanson

ATLANTIC – Officials at Cass County Health System announced they have recently changed their patient survey vendor and process.  They have begun working with Press Ganey Associates, a leader in the healthcare performance improvement industry, to gather patient feedback.  Press Ganey utilizes a confidential, anonymous survey process to gather information the health system can use to improve patient experience and outcomes.

CCHS CEO Brett Altman said “Press Ganey provides a way for us to learn what our patients are experiencing and we can then use that information to improve our processes and service.”

Press Ganey will mail and email surveys to a sampling of patients who have been seen in the CCHS hospital and clinics.  This is a change from the telephone survey process the health system has used in recent years. Surveys are returned directly to Press Ganey, where the data is collected, analyzed and then provided to the hospital.  The surveys are completely confidential.

Altman noted.  “Patient feedback is very important to us, so we want to make it as easy as possible for our patients to share their perceptions with us.” The survey process for inpatients and surgical patients is regulated by the Centers for Medicare and Medicaid Services (CMS).  A sample of patients in these areas will receive a survey in the mail; if a response is not received within 21 days a second survey must be mailed.

A sample of patients seen in clinics, outpatient departments and the Emergency Department will also receive a survey in the mail.  Others will receive an email survey; a second email survey will be sent if there is no response in 5 days. Altman said “Patient feedback has been a key tool in our becoming one of the top 100 rural hospitals in America, and will help us work toward our mission to become the best rural hospital in America.”