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MCH continues focus on patient satisfaction
June 26, 2013

Where patients come first.


For the physicians and staff at Madison County Hospital, it is more than just a tagline; it's a way of life.


More than fifty years ago, the hospital's foundation was laid.  The literal one was constructed from concrete and other raw materials.  More importantly, the figurative foundation was formed on the principle that patients would be the proverbial heartbeat of the community's healthcare facility. 


Within the hospital, departments were created to meet public needs and to provide a comfortable environment where patients could receive quality care.  Today, each department employee strives to continue the tradition of patient satisfaction.


The customer service initiative to place patients first has garnered statewide attention.  In the most recent compilation by the Ohio Hospital Association, MCH ranked sixth out of Ohio hospitals, placing it in the 95th percentile for patient satisfaction. 


"Providing our patients with exceptional experiences is a cornerstone in fulfilling the hospital's mission to provide exceptional health care in a respectful, compassionate and healing environment for the people who live and work in the Madison County Area," said Mike Browning, Interim CEO.


These scores are based the results of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.  The survey is a snapshot of how patients viewed their overall hospital experience.  All scores are public information and available through the Centers for Medicare and Medicaid Services.


For example, the public can see that during the last collection period, 87% of patients surveyed at MCH responded that their doctors “always” communicated well.  In comparison, 79% of patients at Doctors Hospital and 78% at Springfield Regional Medical Center were “always” satisfied with physician communication.


Excellent scores will not mark a plateau for MCH. The physicians and staff at MCH, as well as hospital leadership, are committed to improving customer service scores by involving patients in the co-creation of services.  A focus group was conducted earlier this month with former patients so that the hospital can identify improvement areas. Based on community needs, hospital leaders are also exploring the feasibility of developing a wound care and diabetes clinic as well as expanding emergency and oncology services.


So while new buildings have been constructed and renovations made to existing areas, one constant remains the same.  MCH is and will continue to be a community healthcare facility that values its patients and where they are top priority. 


Medicare publishes information about the quality of care at more than 4,000 Medicare-certified hospitals across the country.  For more information on hospital comparisons, visit the Medicare website at www.medicare.gov/hospitalcompare.

Related info
Madison County Hospital
210 North Main Street
London, Ohio 43140
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