HCAHPS and a Director of Patient Experience, What Is That?

HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) is a national standardized publically reported survey that measures our patient perception of their hospital experience on topics that are important to consumers. Topics covered by the survey include how well our nurses and physicians communicate with patients, pain management, medication explanations, response times to patient needs, cleanliness, quietness, and discharge instructions. The results of the survey convey how well we are meeting the needs and expectations of the patient population.

At St. Petersburg General Hospital, we all listen to the “voice” of patients and family members. Better understanding the patient perception is a critical step to creating the finest patient experience achievable.

At St. Petersburg General Hospital, we are committed to delivering excellent quality of care. We have expanded our patient care team to include a Director of Patient Experience and established a patient advisory council. Our commitment is to optimize our guest’s experience by interpreting their needs and expectations. Our patients and families input gives us the ability to better understand their perceptions which allows us to re-evaluate our patient care processes thereby creating the optimal patient care experience. Quality only happens when we care enough to give our very best, all the time, every time.

What is the Patient Advisory Council?

Have you ever received a service that you were so pleased with that you wanted to be involved? Or maybe your expectations had not been met. St. Petersburg General Hospital is committed to improving our patient experience. In order to serve you better, we have established a team of interested patients and/or family members that are ready to help us make a difference. On a monthly basis, our Patient Advisory Council meets and expresses their opinions and feelings on new initiatives suggested by caregivers. With their input, we continuously improve upon our care, processes, and practices.

Council Member Requirements:

  • Must be >18 years of age;
  • Must have been a patient or had a family member hospitalized within the last 24 months;
  • Membership is at least a one year term with a commitment to attend a minimum of 8 meetings;
  • Must be comfortable expressing opinions and feelings.