QUESTION
How are patient experience surveys conducted, and can the public access this information?
2:13:58
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98 sec
Mitch Katz explains that patient experience feedback is collected through various means and is publically accessible, despite low response rates.
- Patient relation issues can be reported through signs available in hospital facilities.
- Patients receive surveys through mail or email as part of a national survey conducted by a federal agency known as 'hiccups'.
- Survey responses are confidential and help generate grades for hospitals based on patient feedback.
- This information is publicly available online, with the caveat of generally low response rates resulting in skewed feedback.
Kristy Marmorato
2:13:58
So when when you speak about complaints, is this information coming via the way of, like, a patient experience survey?
Mitch Katz
2:14:05
So variety of ways.
2:14:07
We we have signs all over the place.
2:14:11
If you have an issue, please call and it's the patient relations.
UNKNOWN
2:14:15
Okay.
Mitch Katz
2:14:16
And then we we're part of the national survey.
2:14:20
So every patient's gets a survey when my mom was hospitalized at Bellevue for hip fracture.
2:14:28
She gets a survey, comes to her house, confidential.
2:14:31
She can say whatever she wants.
2:14:33
We never see the response.
2:14:34
It goes directly to this national response that then sends you your grades based on all of the patients.
Kristy Marmorato
2:14:42
And and what organization is that through?
Mitch Katz
2:14:45
It's hicked it's hiccups.
2:14:47
What is the health care Okay.
2:14:51
It's hey.
2:14:52
We all call it hiccups, but it's it's a federal agency.
Kristy Marmorato
2:14:55
And is it just through the mail or is it through email as well?
Mitch Katz
2:15:01
I think they do both, but have you gotten emails?
2:15:04
Right.
2:15:04
I mean, it's all hospital systems use the same one.
2:15:07
Okay.
2:15:08
So it sounds like they they do emails as well.
Kristy Marmorato
2:15:10
Okay.
2:15:11
And is this public knowledge in where could we get?
Mitch Katz
2:15:14
Yes.
2:15:14
Absolutely.
2:15:16
You could you could find on the web the the for any hospital that you go to.
2:15:22
The the slight problem, and you might have guessed this problem, low response rates.
2:15:28
So you tend to get the most satisfied and the least satisfied, and you kind of lose a lot of the middle.