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North Country HealthCare’s Patient Experience

May 4, 2020 by Jessica Gee

Key Takeaways

At North Country HealthCare our patients’ experience is our top priority.
So What?

We regularly send surveys to patients so we can see what we did well, and where we can improve.

Now What?

Please tell us about your experience so we can keep improving!

We are debuting the next short video of our series, “North Country HealthCare’s Patient Experience.”

North Country HealthCare is a community health center. Community health centers keep communities healthy. Your experience at North Country HealthCare is a top priority. We want it to be a positive one. We capture feedback from our patients in many ways – we take what you say to our leadership, so they can make changes that are right for you.

At North Country HealthCare, we want our patients and their family members to have an excellent experience from the moment they schedule their appointment. It’s our top priority to ensure our patients leave feeling like they were heard and received the care that they came for.

We are always working to improve our patient experience, but we can’t do that if we don’t receive feedback. Patient comments also allow us to high-five our team members who go above and beyond for our patients! North Country HealthCare has provided patients with several different ways to share their stories with us.

After each visit patients may receive a survey via mail or email. This is their opportunity to tell us what we did well and where we could use some improvement. As an organization, we have over 45 people monitoring incoming patient satisfaction data on a daily basis. What you say will be heard and acted upon. Managers regularly share survey results – the good and the not so great – with their teams.

Patients can also visit our feedback page and leave a quick review, using a star rating system. All incoming reviews are read by our improvement team, responded to, logged and followed-up with as needed. Reviews from other sites are also monitored and responded to in real time, such as those on Google, Facebook, or Yelp.

If a patient would prefer to share their feedback in person, we ask that they speak with a manager. The manager will log their comments into our incident reporting system. All comments are reviewed at multiple levels of the organization and will be investigated.

If you have comments or questions about your experience at one our locations, please email our improvement team.

To learn more about North Country HealthCare, visit our About Page

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