Patient Experience

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a national, standardized survey of hospital patients. HCAHPS (pronounced “H-caps”) was created to publicly report the patient’s perspective of hospital care. The survey asks a random sample of recently discharged patients about important aspects of their hospital experience. The HCAHPS results posted on Hospital Compare allow consumers to make fair and objective comparisons between hospitals and of individual hospitals to state and national benchmarks, on ten important measures of patients’ perspectives of care.

The federal government and other organizations use the publicly available patient experience information to develop the scores.

Higher scores mean that:

• Nurses and doctors communicate well with their patients and with each other
• Patients get timely responses to requests for help
• Patients get the information they need when they’re ready to go home
• Patient rooms are consistently clean, restful and quiet environments

Patient Experience

At Medical Center Health System, we are committed to providing safe, compassionate, and exceptional care. Every member of our team plays a role in creating a positive experience for our patients and their families.

Your Voice Matters

Medical Center Health System participates in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), a national survey that measures patients' perspectives of hospital care.
Following discharge, a randomly selected group of patients may receive a survey asking about their hospital experience. Your feedback helps us understand what we are doing well and where we can improve.
Patient feedback helps us evaluate important aspects of care, including:

• Communication with nurses and physicians
• Responsiveness to patient needs
• Discharge instructions and information
• Cleanliness of patient rooms
• Quietness of the care environment
• Overall patient experience
• Higher scores indicate that patients receive clear communication, timely assistance, effective discharge planning, and a clean, comfortable environment during their stay.

Our Commitment to Continuous Improvement

Medical Center Health System takes a system-wide approach to quality improvement and patient safety. We continuously measure, evaluate, and improve our systems, processes, and outcomes to provide the highest quality care for every patient, every day.

Patient Rights & Responsibilities

As a patient, you have important rights and responsibilities that help us work together to achieve the best possible outcomes for your health.

Your Rights
You have the right to:

• Receive respectful, considerate care in a safe environment.
• Participate in decisions regarding your care and treatment.
• Receive information about your condition and treatment in a way you can understand.
• Have your privacy and confidentiality protected.
• Voice concerns, complaints, or grievances without fear of retaliation.
• Access information regarding advance directives and healthcare decision-making

Your Responsibilities
As a patient, you play an important role in your care. We ask that you:

• Provide accurate and complete information about your health history and current condition.
• Ask questions if you do not understand your diagnosis, treatment plan, or care instructions.
• Participate in decisions regarding your care and treatment.
• Follow the treatment plan agreed upon with your healthcare team.
• Treat healthcare staff, other patients, and visitors with courtesy and respect.
• Follow hospital policies regarding safety, visitation, and our tobacco-free campus.
• Leave valuables at home whenever possible and keep personal belongings secure during your stay.
• Take responsibility for personal items brought to the hospital. Medical Center Health System is not responsible for lost, misplaced, or unattended belongings.

View Full Patient Rights & Responsibilities

Questions, Concerns, or Feedback?

We welcome your feedback and are committed to addressing your concerns.
If you have questions about your rights and responsibilities or would like assistance with a concern regarding your care experience, please contact our Patient Advocate team.

Estefania Dos Santos
Patient Advocate
edossantos@echd.org
(432) 640-1240