Hampton Regional receives Press Ganey 100% customer satisfaction ratings

For the past two months, Hampton Regional Medical Center has received 100% patient satisfaction scores from Press Ganey Associates for both its Emergency and Surgical Departments.

The HRMC Emergency Department received 100% patient satisfaction scores in the following categories; Courtesy of ER staff, ER wait time before seen by MD, Kept informed of treatment/care, Overall rating of care/treatment and Likelihood of recommending ED.

Patient satisfaction scores are calculated by Press Ganey Associates, a telephone survey provider, utilizing several core questions which are composed by the Hospital Consumer Assessment of Medical Providers and System. HCAHPS stems from a partnership between the Centers for Medicare and Medicaid and the Agency for Healthcare Research and Quality to provide standardized survey instrument and data collection methodology for hospitals.

"Emergency Department staff at Hampton Regional work hard every day to provide the best care to our patients. Receiving 100% on our Press Ganey scores is a great accomplishment and shows we strive for excellence," said HRMC Critical Care Nurse Manager Niki Goodson.

"I am very proud of the surgical team at HRMC for receiving 100% on our Press Ganey scores. We strive to provide the best care possible to our surgical patients," said HRMC OR Department Director Rachel Mixson. "This is a great accomplishment for our team."

Press Ganey Associates is partnered with more than 26,000 healthcare organizations nationwide. The company works with healthcare organizations to learn about patient experiences and create continuous improvement of patient care.

"Patient satisfaction is an important part of measuring the quality of care that patients receive in our hospital. These scores can assist us in identifying areas that need improvement, as well as help us recognize staff on a job well done," said HRMC Clinical Performance Coordinator Kellie Gibson, RN, BSN. "Currently we measure inpatient, ED, and OR patient satisfaction. Some of our higher scores have been recently recognized by South Carolina Hospital Association (SCHA). It is so important for our patients to answer this telephone questionnaire after discharge in order to identify those areas that need work. We want our patients' feedback……..our goal is to make certain that every patient is well taken care of, every time."

About Hampton Regional Medical Center

Hampton Regional is a not-for-profit friendly community hospital located in rural Varnville, S.C. The hospital has provided services to those both local and throughout the Lowcountry for over a half century and has been a constant advocate of technological advancement and the aggressive expansion of medical services.

Working under the guiding principle that people living in rural areas deserve local access to the finest medical care available, Hampton Regional is equipped with world-class medical technology, well trained, credentialed and certified clinical staff, and a medical staff that continues to grow each day.

Hampton Regional's 82,000 square foot facility is designed for comfort, confidentiality and to accommodate state of the art medical technology. Patient rooms are private, large, and tastefully decorated. The waiting areas are also well-furnished and comfortable.

Hampton Regional Medical Center has a comprehensive customer service program that helps ensure faithfulness to the hospital's mission by every employee. Potential hospital employees have to read and agree to the HRMC Performance Standards before they can fill out an application for employment. The highest of standards include expectations for all aspects of employee and customer satisfaction. To closely monitor customer perception and satisfaction, the hospital utilizes the Press Ganey Customer Satisfaction Program, the nation's largest and most prestigious health care satisfaction monitoring service.