Patient Satisfaction and Feedback

Customer Service Philosophy What our Patients are Saying Feedback Options Customer Service Philosophy Hudson Hospital was founded in 1953 by the community and for the community. The shared vision for each and every hospital staff member is to provide our community, patients and their guests with “exceptional care in a healing environment.” We’ve learned that “exceptional care” means something different to each individual patient or family member, therefore, our daily commitment is to deliver individualized, personalized care compassionately.

What our Patients are Saying
To measure the satisfaction of patients, Hudson Hospital has a number of ways to receive, track, communicate and use feedback to continuously improve care for all patients. The results, including narrative comments received, are tabulated and used each month by leadership for review and improvement action if necessary.

Are you willing to recommend our hospital to family and friends? This is a common question asked by many hospitals nationwide, and one asked during our patient satisfaction surveys since 2003. The chart below shows Hudson Hospital’s patient feedback results:

Willingness to Recommend:

2007 Monthly Average: 98%
2006 Monthly Average: 92%
2005 Monthly Average: 90%
2004 Monthly Average: 88%

Feedback Options
We value your feedback, and just as your care can be individualized, so are your options for providing us with feedback about your care experience.

Hudson Hospital is committed to meeting and preferably, exceeding, your expectations. Positive and negative feedback on your impressions of the facility and experiences of care, service and staff are very important and encouraged.

Compliments on exceptional service help us recognize and reward staff. Complaints provide a foundation and process for improving your care, and the care of patients that follow you. Additionally, suggestions are welcome as they provide us with your ideas on how to improve.

Should you be dissatisfied or exceptionally satisfied with any aspect of your experience, please tell us. All feedback is made in confidence and is not recorded in your clinical file. Here are several ways to provide feedback:

Talk with Your Caregiver
We hope you feel comfortable enough to talk directly with your caregiver. Explain your concern and how you would like to resolve the issue. Be specific and make your position clear, and try to understand the other person's point of view. By working together, we can hopefully bring prompt resolution and satisfaction.

Talk to the Manager of the Area in which You are Receiving Care
You may be more comfortable speaking directly with the manager or supervisor if you prefer not to speak with the person involved. Ask a staff member to speak to the manager of the department or dial “0” on the hospital phone. Depending upon the area of the hospital you are receiving care and time of day, you will be able to speak with the person in charge.

Contact the Customer Service Representative
A customer service representative who manages compliments and complaints is available to speak with you Monday through Friday,
8 a.m. to 5 p.m. by dialing “0” from any hospital phone, or by calling (715) 531-6000 after you have returned home. Ask for the Customer Service Representative. During evenings and weekends, your voicemail message will be returned on the next business day.

Comment Line
If you are more comfortable giving us anonymous feedback, or find it more convenient to just leave us a message, call the Hudson Hospital Comment Line voice mail at (715) 531-6020. If you request follow-up, be sure to leave your contact information.

Comment Card
Comment cards are distributed with patient admitting materials. Comment cards can also be found throughout the hospital. Comments can be dropped in boxes, left at the main information desk or returned via mail.

Letter by Mail
Address letters to Hudson Hospital, Customer Service Representative, 405 Stageline Road, Hudson, WI 54016

Satisfaction Survey by Mail
Hudson Hospital also mails a customer satisfaction survey to patients receiving Inpatient Care at the hospital, as well as randomly selected patients who received outpatient services.

Wisconsin Department of Health and Family Services
You may contact the Wisconsin Department of Health and Family Services at any time, regardless of whether Hudson Hospital’s complaint process has first been used. The address is: Wisconsin Department of Health and Family Services, Bureau of Quality Assurance, 2917 International Lane, Suite 300, Madison, WI 53704. Phone: (608) 243-2024.

Joint Commission on Accreditation of Health Care Organizations
The hospital is accredited through the Joint Commission on Accreditation of Health Care Organizations (JCAHO) to help ensure quality and safety. If you have a patient quality or safety concern, you may contact them for help in seeking resolution to your concern. The address is: JCAHO, Office of Quality Monitoring, One Renaissance Blvd., Oakbrook Terrace, IL 60181. Phone 1-800-994-6610.