Feedback (We hear you)

Getting timely access to care is important and includes making appointments, receiving care and answering your questions in a timely way.   

We want you to be able to use the services you need when you need them. We’ve made improvements in our call center to ensure you connect with someone quickly when you call to schedule an appointment. We’ve added staff in Internal Medicine to ensure that you’re able to see your primary care provider when you need to.

We always want to hear from you, share your feedback about “access” here.

A visit to Yale Health involves a lot of steps, including activities that occur even before you arrive. When you get here, you’ll experience a greeting, the check-in process, the waiting room, and being shown to the exam room. 

We want to know how you felt about these experiences – were our waiting/exam spaces comfortable for you? Was there a wait to see the provider and, if so, were you informed? Did you understand what you needed to do following your visit?

We are working hard to improve how we might help you move through a visit. We now offer check-in kiosks in a number of departments. In addition, we’re addressing processes to keep you informed when there are delays and provide options to lessen long waits.

We always want to hear from you, share your feedback about “moving through your visit” here.

Your interaction with our nursing and medical assistant staff is an important part of your care. This score includes your perceptions about how medical assistants escort you to the exam room, take your weight, blood pressure and other vital signs. 

You may have interacted with a nurse for this visit as well, either by phone or in person. If so, did they show concern for you? Listen to and address your questions? Give you clear instructions?

Information relating to your healthcare isn’t always easy to understand and we’re working to use plain language when discussing things with you. Our staff also receive training to ensure that you receive a courteous, respectful and complete interaction, each and every time.

We always want to hear from you, share your feedback about “nurse/assistant” here.

Your interaction with your provider is the center of your visit. This score combines a number of elements of a visit – did your provider listen and express concern for your questions? Use clear language in their instructions? Were you confident in the care they provided?

We recently made visit notes available to our members through MyChart. Our providers are trained in ways to conduct a better patient interview in order to partner with you on treatment decisions. We are reviewing and updating our forms and instructions to ensure that they are easy to read and enable you to make decisions concerning your health.

We always want to hear from you, share your feedback about “care provider” here.

This score includes your perceptions of how well we protected your safety and privacy, our sensitivity to your unique situation, the cleanliness of our practice and how well we communicated your test results.

Your test results are available in MyChart. We’ve streamlined our process and most common test results are now immediately available to you.

We always want to hear from you, share your feedback about “personal issues” here.

This score measures your overall rating of the care you received during your visit and the likelihood of your recommending the practice to a co-worker. We realize that as a member, it may seem unnecessary or strange to ask whether you’d recommend Yale Health, but we see it as a way to determine how satisfied you are with your overall member experience. 

We’re committed to communicating effectively about your care. In Internal Medicine, medical assistants communicate with providers about your chief complaint before the provider comes in to examine you. Nurses in Inpatient Care communicate at the bedside when it’s time to change shifts. This is to ensure that everyone involved in your care, including you, is on the same page about what is happening.

We always want to hear from you, share your feedback about “overall assessment” here.

If you visited the lab during your visit, this score reflects your overall experience with our lab. Your wait time before having a test, the courtesy of the lab technician and the lab staff’s concern for your comfort are all important parts of your experience.

Lab technicians receive enhanced customer service training to work at the Yale Health Center Quest Lab location. Results of this section are routinely shared with lab staff and department management.

We always want to hear from you, share your feedback about “lab tests” here.

If you visited Diagnostic Imaging (Radiology) during your visit, this score reflects your overall experience with our service. It includes questions related to your wait time, the courtesy of the technician, their concern for your comfort, and whether you received an explanation of what would happen during testing.

We now provide additional instructions to patients before they come in for testing, including information about the test and when they should arrive.

We always want to hear from you, share your feedback about “diagnostic imaging/radiology” here.

This score reflects your perceptions about the friendliness/courtesy of our pharmacy staff, the ease of refilling your prescription and your wait time at the pharmacy. 

One highly visible change is the move to one line for all services.  We routinely track pharmacy wait times and share the results with our staff. To add an extra layer of security, we’ve invested in new point of sale registers. We have machines that more quickly dispense your medications and have posted helpful videos for many common prescription products on the Show Me How section of our website.

We always want to hear from you, share your feedback about “pharmacy” here.