Moments That Matter—What Our Patients Are Saying

February is a reminder to celebrate connection, compassion, and kindness in the care we give. Knowing what our patients think about the care they receive helps us to celebrate our strengths while also acknowledging opportunities to ensure we're providing the best quality care to our patients.  

Highlights

Patient feedback plays a powerful role in everyday interactions, which shapes the care experience. Patients and families speak less about technical aspects of care and more about presence, communication, and whether they felt heard, respected, and supported. These insights remind us that each interaction contributes to how patients understand their care and the trust they place in those providing it. They remind us that Every Moment Matters. Here's some of the feedback our patients have shared:  

• CRMH: “My experience with every staff member I interacted with was professional, caring, and pleasant.”
• CNRV: “I have never received such great treatment. I cannot get over how wonderful the staff were. There aren’t enough words to express how thankful I am.”  
• CFMH: “I would highly recommend Franklin Memorial to all my friends. It was my first time there and I believe I had the best care ever.”
• CGCH: “The experiences I have had at this hospital have been exceptional. Staff truly care about patients and their experiences. I have been telling everyone about how great this hospital is.”
• CTCH: "The nurses were great. They were very kind and went above and beyond to make me comfortable."
• CRBH: "All doctors were very professional and explained things to me in terms I could understand."

Opportunities

To continue serving our patients and the community with the utmost care and respect, it is important to look back on experiences and find opportunities for growth. Clear and caring communication is important in healthcare because it directly affects how safe patients feel, their overall experience, the results of their treatment, how engaged we are, and how smoothly things run. 

Medication Communication

Clear, consistent communication about medications strengthens patients’ understanding and engagement, leading to a better care experience and improved health outcomes, including lower readmission rates. When patients understand what medication they are taking, why they are taking it, and how to take it safely, they feel more confident in their care, manage their health more effectively at home, and reduce their risk of adverse events.

Supporting Each Other

A positive experience at work does not come from one person or one department; it takes all of us. When we unite around common goals, take pleasure in our work, and welcome and support each other, we create an environment where individuals are appreciated and patients experience noticeable positive change. 

Share Your Ideas

We want your ideas and best practices to enhance how we communicate with patients about their medications. CrowdSourcing, a new platform powered by Press Ganey, our survey vendor, offers a direct pathway for your voices to shape meaningful improvement across our organization. Take note of the timeline and process below to participate:

• Feb. 27: Submission Period Deadline
• March 2 – 6: Voting Period
• March – April: Reviewer Panel Review

For more information about the patient experience, visit the Office of Patient Experience Hub.