AMC Continues to Fare Well on Patient Surveys

SARANAC LAKE - The use of patient surveys to improve the quality of care at Adirondack Medical Center has been a long-held practice, and the public reporting of this data reinforces its importance.

AMC began sharing its quality experience ahead of the government's launch to the public of the Hospital Quality Alliance's (HQA) website, www.HospitalCompare.hhs.gov in March, 2008.  AMC has also posted this information and can be easily accessed on its website.  Log onto www.amcCares.org and click on the "Commitment to Quality" button.

This public quality of care information is based upon the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey.  Information for the HCAHPS report is culled from existing customer satisfaction surveys sent to individuals who utilize services at AMC.  Because of this, AMC is strongly encouraging those who utilize our services to respond to the customer satisfaction survey, should they receive one.  Information generated from these surveys is used by AMC to make improvements to the quality of care at the hospital.

Within the 10 scoring categories - communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, quietness of the hospital environment, overall rating of the hospital, and willingness to recommend the hospital - AMC exceeded the New York State and national average in nine of the ten categories.

The one area where AMC has not met or exceeded state and national averages, but has made gains, is in the category of quietness of the hospital environment.  This was an area identified as needing improvement in the previous quarter of survey results, and the Nurse Practice Committee continues to review and identify solutions for this issue.

In the broadest category, willingness to recommend the hospital, AMC scored a 98 percent, which surpassed the state score of 95 percent and national score of 94 percent.

"Patient and visitor input are the cornerstones of improving the quality of care at AMC," said Chandler Ralph, President & CEO.  "Whether it is in a survey or talking to a nurse in the hall, we want to know what you think we are doing well and what we can be doing better."

CAPTION: Laura Gokey, left, Patient Care Director for Renal Dialysis and Surgical Floor, reviews a medical chart with Dr. William Viscardo, Chief Medical Officer, beneath a device referred to as a "Yacker Tracker," which looks like a traffic light, but measures the levels of sound so nursing staff have a visual indication of noise on the floors and can adjust their activity accordingly.  The devices were installed as a result of patient surveys indicating the quietness of the hospital environment could be improved.  Since the installation of the "Yacker Trackers," AMC has seen improvement on patient surveys regarding the quietness of the hospital environment.

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