Scotland Health Care System launches patient initiative


Staff report



LAURINBURG — Scotland Health Care System is celebrating Patient Experience Week with the launch of a new program to help improve hospital visits for patients and their families.

The theme of the celebration, which goes through Friday, is “We Are the Patient Experience.”

“Each associate, medical provider, and volunteer at Scotland Health Care System serves a vital role in the patient experience, ” said Sonja Frye, patient experience director. “This designated week provides us with an opportunity of showing our employees that we appreciate their hard work and encourage their continued efforts in working together to provide an excellent patient experience always.”

As part of the effort to improve the patient experience, Scotland Health Care System has announced a new Patient Family Advisory Program. The goal of program is to create an environment where patients, families, providers and staff work as partners to improve the patient/family experience and the overall quality and safety of care.

Frye added that Scotland Health Care System will “capture the voice of the customer” through a group of patient family advisors. The advisors are expected to help improve the patient and family experience by incorporating their insight and recommendations across all settings, she said. Advisors will volunteer their time to provide direct influences on policies, programs and practices that affect patient care.

Frye said that improving the patient experience is ongoing initiative with associates receiving information and training on a regular basis.

“Our commitment to the patient experience is to include, inform, and inspire every person, every encounter, every time,” she said. “We measure our success with the patient experience through the patient survey responses received by Press Ganey as well as real-time feedback we receive from our patients during their visit. Our scores are reported to leaders to share with their staff.”

Every point of contact a health care system associate, physician, or volunteer has with patients and their family members influences whether or not the patient will choose to utilize services again or recommend the system to others, according to Frye.

“We want to provide our patients and their families with the care that they deserve – a quality, compassionate, patient-centered approach. Our goal is for our patients to leave the hospital or physician practice delighted with their experience.”

Patient Experience Week is a national celebration dedicated to improving the patient experience through collaboration and shared knowledge.

For information about the Patient Experience at Scotland Health Care System, you may contact the Patient Experience Department at 910-291-7909.

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Staff report

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