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Ask Me About ALWAYS
All of us at San Gorgonio Memorial Hospital strive to make our hospital a great community hospital. We know greatness is measured in many ways. To truly be great, we have to meet the needs of our patients. To do that, we want to earn your "always."
Within a few weeks after being discharged from the hospital, patients are sent a survey to fill out. It is from an independent healthcare research company, Press Ganey. A stamped, return envelope is included. Patients are given the opportunity to rate the hospital stay. There will be questions about the care received from your nurses and doctors. Questions will be asked about the hospital environment, and the experience here. For most questions, there will be given 4 possible ways to answer, from "never" to "always." We want to earn "always!"
Throughout the hospital, everyone working and volunteering here are committed to always showing respect - from the admission process through serving meals; from those who clean the room to those who draw blood. The x-ray technicians, nurses and doctors; anyone who has contact with patients will try hard to always be respectful and courteous. This includes listening; explaining procedures; answering the call button as quickly as we can; and being quiet at night. If we're not always respectful, we want to know.
We want to always do all we can to reduce any pain patients might experience. We want patients to always know what medications are given, and why. If we give a medication a patient has never taken before, we want to be sure all the possible side effects are understood. If the side effects are not understood - we'll explain it again in a different way.
For some questions patients are asked to rate us from "very poor" to "very good." We want to earn a "very good." We want the quality and temperature of the food to be very good. We want the nurses to be very good at keeping patients informed, being friendly, and giving the special attention needed and deserved.
We want to score a very good when rating the tests and treatments. We want to be very good at explaining the process of and reasons for the different tests. We want to earn a very good for accommodating visitors; keeping the room clean and neat; responding to concerns; and including the patient in all decisions about treatment. When it is time to leave the hospital, we want the discharge process to earn a very good. That includes feeling ready to leave, and understanding the instructions given when leaving.
We'll ask the patients during the stay if we are earning their "always" and very good". If there is a problem or have a concern, we want to know. If we're not earning "always," we want to change that while the patient is still here. After having been a patient at San Gorgonio Memorial Hospital, we want to be confidently recommended to others. We want every patient to be able to say, "They earned my 'always'. "
Everyone at San Gorgonio Memorial Hospital will work together to care for our patients . We're the community hospital, and we want to be great!
Sample questions from the Press Ganey Survey:
During this hospital stay how often did the nurses treat you with courtesy and respect?
O Never
O Sometimes
O Usually
O Always
During the hospital stay, how often did the nurses carefully listen you?
O Never
O Sometimes
O Usually
O Always
During this hospital stay, how often were your room and bathroom kept clean?
O Never
O Sometimes
O Usually
O Always
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