Survey: TMH excels

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Few people responded to The Memorial Hospital's customer satisfaction survey -- but most of those who did were impressed with the quality of care they received

Of the 1,159 surveys given to patients from January to March, only 15 percent were returned. Of those, 76 percent of responders said the care was worth the cost, 85 percent said they would return to TMH, 74 percent thought TMH provided the best care in Northwest Colorado, and 87 percent said they would recommend TMH to others.

"We consistently exceeded customer satisfaction," TMH Administrator Randy Phelps said.

The survey asked patients to rate emergency room response, and inpatient and outpatient surgery. They also are asked to comment about specific staff members if they received good care.

"All of your surgery staff was great. They were friendly ... and very professional," was one comment.

Respondents generally were happy with the care TMH provided.

"The whole experience was great," another patient wrote, "I was really impressed with admissions. They just pulled up my name, and everything was there, and I haven't been to TMH for some time. One-day surgery was great."

Although the general consensus was good, some patients thought TMH could improve in areas.

"Surgery people were great, but your main floor needs a lot of help," one patient said. "There are people all over, but it didn't look like anyone was doing anything. On the main floor, you feel alone."

Phelps said the results would allow TMH to make some changes -- most notably, in the reputation.

"One thing that stands out is the reputation is not as we would like to see it," he said. "We'd definitely like to improve on that."

In the survey, several respondents complained that some staff at TMH were "rude" and not kind to patients. Because of this, some patients said they would not come back to TMH.

To improve the reputation of the hospital, Phelps said officials have used several strategies to teach the staff about "increasing satisfaction and loyalty."

Phelps said he has had a speaker come to TMH and spend three days with staff discussing ways to increase approval and trust.

Phelps said that, overall, the results were positive and that he is proud of the staff at TMH.

"I think we are world class in friendliness," he said. "We're a friendly place, we just need to build on that."

The survey results are shared with staff members to help improve service, and thank you notes are sent to staff who received kudos from patients.

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