Our vision for the patient experience is to put people – patients, health plan members, employees, doctors and the community – at the center of everything we do, and create a model that ensures that every person gets the right care, in the right way, at the right time, every time.
How We Measure a Patient’s Experience
The Wolff Center is dedicated to improving the overall experience at UPMC by using patient satisfaction survey results distributed by Press Ganey to help guide improvements. All acute care hospitals are required by the Centers for Medicare and Medicaid Services to publically report patient satisfaction data known as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). These public reports are available on hospitalcompare.hhs.gov.
To accomplish this, our team distributes patient satisfaction surveys to our patients by mail or email, and then partners with statisticians to understand what we do well, and to identify areas where we can improve. We want to know how you feel about your visit — not only the clinical care you received, but also how you feel about the educational information you received from your care providers, whether or not your emotional and spiritual needs were met, and how you connected personally with our staff during your stay.
By reading our patients’ comments, we are able to hear their voices in a way that numbers and rankings cannot tell us. In order to be accountable to our employees as well as to the public, we share feedback with our staff in addition to posting survey results on our website for the public to read.
Our goal is to provide the best patient experience and continuously build on our culture of empathy and inclusion by improving our communication and teamwork. While we recognize that a hospital visit can be a cause fear and anxiety, we strive to make you feel comfortable and at ease through every step of your stay.
Questions/Requests for More Information
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