We Hear You

Yale Health is committed to transparency as an important element in its quest to provide high quality care. Gathering feedback from our patients is critical to this process. One way we gather feedback is by sending an online survey following your visit. We use the survey results and individual comments to identify areas that need attention in order to improve your experience.

How do we collect information?

Press Ganey, an independent company based in South Bend, Indiana, conducts surveys on behalf of Yale Health. Press Ganey works with more than 26,000 healthcare facilities nationwide, including over 60 percent of all US hospitals.

Press Ganey administers two types of surveys for Yale Health. Patients seen in our primary care and specialty departments receive the Medical Practice survey. Patients seen in Acute Care receive the Urgent Care survey. Over 7,800 surveys were completed by Yale Health patients in 2017.

Press Ganey emails the survey within a few days of your appointment. Your responses are kept confidential, unless you choose to identify yourself and request follow up by a Yale Health team member. All survey results are combined to offer a “picture” of the typical patient experience at Yale Health.

What types of questions are asked on the survey?

Below is an example of the Care Provider section of the survey.

Care Provider questions from survey, 11 questions with responses on a 5 pout scale from very poor to very good

What do we do with the information we collect from surveys?

We believe it’s important to share feedback with our departments so that they can work towards improving their performance. Transparency applies to our approach with you, as well. We want you to know that we’ve heard your concerns and are working to resolve them.

Access

Graph of Average Score 2015=81.3, 2016=84.6, 2017=86.1

What are we measuring and why?

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

What are we doing to improve?

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.

Moving Through Your Visit

 2015=83.6, 2016=85.9, 2017=87.4

What are we measuring and why?

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?

What are we doing to improve?

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.

Nurse/Assistant

Nurse/Assistant avergae scores: 2015=90.6, 2016=90.6, 2017=91.2

What are we measuring and why?

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?

What are we doing to improve?

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.

Care Provider

 2015=91.8, 2016=93.6, 2017=93.6

What are we measuring and why?

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?

What are we doing to improve?

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.

Personal Issues

 2015=91.4, 2016=92.8, 2017=93.4

What are we measuring and why?

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.

What are we doing to improve?

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.

Overall Assessment

 2015=89.1, 2016=91.0, 2017=92.3

What are we measuring and why?

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. 

What are we doing to improve?

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.

Lab Tests

 2015=86.2, 2016=88.6, 2017=88.9

What are we measuring and why?

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.

What are we doing to improve?

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.

Diagnostic Imaging (Radiology)

2015=87.4, 2016=89.2, 2017=89.2

What are we measuring and why?

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.

What are we doing to improve?

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.

Pharmacy

2015=78.2, 2016=83.8, 2017=88.4

What are we measuring and why?

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. 

What are we doing to improve?

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.