Press Ganey, a survey research firm focusing on patient experience in healthcare, disseminates over 95 million mail, phone and electronic surveys each year. So, when AMSURG’s partnering ambulatory surgery centers (ASCs) exceed the national benchmarks in their results—that’s something to share. Ensuring that patients are safe and satisfied with the care they receive is always a priority but even more so during these challenging times.
More than 95 percent of AMSURG’s partnering ASCs are participating in the Press Ganey’s Consumer Assessment of Healthcare Providers and Systems Outpatient and Ambulatory Surgery Survey (OAS CAHPS). Over the last year, the centers have consistently exceeded the national benchmarks for “overall patient experience” and “likelihood to recommend.” Additionally, many of these centers chose to share the results on their websites and to be transparent with their patients’ feedback.
When comparing AMSURG partner ASCs with hospital outpatient departments (HOPDs), AMSURG ASCs have consistently ranked in the 80th percentile in 2020—outperforming the majority of HOPDs. In the second quarter of 2020 and in the midst of crisis, AMSURG centers were in the 87th percentile for overall patient experience ratings.
As AMSURG’s partners are some of the only centers to publicly display these comments and overall rankings, results and experiences have continued to deliver well-earned recognition. One patient at Eastern Connecticut Endoscopy Center, who scored 89 percent for overall patient experience and 88 percent for likelihood to recommend, wrote, “I felt very comfortable and safe with all of the staff and facilities during my recent visit to have a colonoscopy performed. Every effort was made to ensure my safety as a senior citizen, and the procedure was completed in a little more than an hour.”
Westbank Surgery Center, who scored 94 percent for overall patient experience and 93 percent for likelihood to recommend, has also been given amazing feedback, including one pleased patient who applauded the facility and appreciated their team for easing apprehensions. “Very good experience. Staff is very organized, and everything ran smoothly like clockwork as it should. Have had lots of hospital visits. This was an A+ one. I will be returning in 2 weeks for a second procedure and am very at ease about it,” the patient commented.
“AMSURG is a strong proponent of sharing our patient experience scores and we are impressed by the positive feedback from our patients,” said Nina Goins, Vice President of Quality and Clinical Services for AMSURG. “As the centers face new challenges, patient safety and quality remain the primary focus. The great efforts of their care and the constant demonstration of their compassion for patients have absolutely not gone unnoticed, and I think it’s important we commend this valuable work.”
AMSURG will continue to support partnering centers and drive best practices in order to continue providing our patients with high-quality experiences.
For more information about AMSURG’s commitment to our centers amid COVID-19, visit amsurg.com/covid-19.