Improving Patient Satisfaction
Informing and Involving Patients and Families
October 2007 – present

Project Purpose
The purpose of the Patient Satisfaction Project is to systematically improve patient satisfaction and build a culture of service excellence throughout Rutland Regional.



Project Scope
In 2007 the Patient Satisfaction team was formed in response to our quest to be the Best Community Hospital in New England. The team is a multi disciplinary group composed of front line staff as well as leadership. Rutland Regional is committed to improving our patient satisfaction at all levels. Participating in Press Ganey, a national survey tool that gathers information from over 7,000 hospitals for the past 20 years, Rutland Regional has been able to benchmark its patient responses and determine areas for improvement.

Project Goals & Objectives
After an extensive evaluation of the data collected from Press Ganey patient satisfaction tool, and interviews with patients and families it was determined that the greatest opportunity for improvement is to improve the processes that inform and involve patients and families in their treatment decisions. By improving these processes, patients and their family’s needs, expectations and requirements will be more proactively and systematically addressed resulting in an exceptional patient and family experience at RRMC, which will be demonstrated by an improvement in patient satisfaction scores.

Actions Taken
The team developed a questionnaire that was delivered to patients on 2 inpatient units and 2 outpatient units to help determine what areas of communication could be improved to meet our goal of increasing the patient and family in being informed and involved in their care. From this, a hospital wide initiative was developed, known as the “ASK ME” program. At this time the team is beginning several pilot tests of change in 3 areas to determine the impact. These tests include the following components:

• Structured communications by healthcare providers through the use of scripts that help provide the right information to patients & their families at the right time.
• Consistent use of whiteboards in patient rooms to help display important information to patients and their families about their stay and care.
• Having notepads in patient rooms as a simple way to allow them to capture their questions & comments for providers to answer.
• Tent cards that display answers to frequently asked questions that patients may have.
• ASK ME buttons worn by staff members as a way to encourage patients and their families to speak up and get more informed & involved in their care.

Evaluation & Results
Data will be measured through follow-up questionnaires to patients involved in the test of change as well as review of the Press Ganey patient satisfaction scores. The Patient Satisfaction Team will be reviewing these scores on a regular basis to help ensure the project is on track and making a positive difference to patients and their families when it comes to being informed & involved in their care & treatment. If appropriate, the ASK ME program will be deployed out to the rest of the organization in all patient care areas.