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Patient Experience

Delivering excellent care, to every person, every day

At Parkview, we strive to consistently meet and exceed the expectations of patients and their families by delivering excellent care, to every person, every day.

We define the patient experience as the sum of all interactions, shaped by Parkview’s culture, that influence patient perceptions across the continuum of care. It can be described as first, providing safe care; second, delivering high-quality care; and third, to have an environment that fosters exceptional satisfaction. Combined, these elements are what drive care of high value with an exceptional patient experience.

Parkview Health values the voice of the patient and seeks feedback on experiences at our hospitals, outpatient centers, walk-in clinics and provider offices.

Ways we seek feedback

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey

All acute care hospitals in the United States participate in the HCAHPS Survey, also known as the CAHPS® Hospital Survey or Hospital CAHPS®. Designed and regulated by the Centers for Medicare and Medicaid Services (CMS), it is a standardized survey instrument and data collection methodology that has been in use since 2006 to measure patients' perspectives of hospital care. Eligible adult patients are surveyed after discharge. Public results are available at medicare.gov/hospitalcompare and represent four consecutive calendar quarters.

Real-time patient experience surveys

Parkview patients complete more than 270,000 surveys annually via phone, SMS (text) and email, providing Parkview with important information. Surveys allow us to gather patient feedback that paves the way for better outcomes for patients and Parkview alike. Survey responses, which are shared throughout the health system, are used to identify improvement opportunities as well as reward and recognize providers and co-workers who provide excellent patient experiences.

Survey feedback also allows Parkview to develop and display star ratings for our providers. Star ratings and patient comments can be found on provider profiles in the website’s find a doctor section. Learn more about the survey here.

Health equity

As part of Parkview’s commitment to excellent care, it’s important that we spend time and resources focusing on community-level investments and interventions aimed at addressing health disparities in our community. Health disparities are preventable differences in health outcomes experienced by diverse populations. Factors limiting access to healthcare, nourishing food and safe, stable environments contribute to local health disparities.

Parkview believes that by understanding and addressing the causes of disparities, we can promote the health of all communities we serve.

Within the walls of our hospitals and facilities as well as through our community partnerships, Parkview is committed to providing high quality, equitable and respectful care and services that honor diverse cultural health beliefs and practices, preferred languages, economic and environmental circumstances and health literacy levels. 

Parkview also prioritizes:

  • Screening for social drivers of health: screening patients for unmet social needs, such as housing, food security and transportation, and connecting them to the appropriate Parkview or community resource.
  • Community partnerships: collaborating with community organizations to address health disparities and provide resources like education, housing, and employment.
  • Telehealth services: expanding telehealth services to improve access to care, especially for underserved populations.
  • Diverse healthcare teams: increasing diversity within healthcare teams to better reflect and understand the communities they serve.

This work is aimed at reducing health disparities and ensuring that all individuals have access to quality, equitable healthcare.