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Patient Satisfaction: Quality of Care and Services

Frisbie Memorial Hospital and its affiliated providers are committed to providing the highest quality of care. We adopt "best" medical and surgical practices to improve the care and recovery of our patients. Our measures reflect a comprehensive approach to ensure patients receive the best care in the safest environment.

Hospitals, including Frisbie Memorial, have adopted "Evidence-Based" practices, which are strategies proven to yield the best patient care outcomes and also reduce medical complications. These practices include:

  • Hand Hygiene - Before and after patient contact, staff and providers wash their hands or use the hand sanitizer available in each patient room.
  • Personal Protective Equipment and Private Rooms are used to prevent the spread of infection from one patient to another.
  • Specific Infection Control practices for patients who require a "Central Line." For example, specific skin cleanser and equipment are used to prevent exposure to infection when inserting a Central Line.
  • Prevention of complications while patients are using a ventilator. These actions include elevating (raising) the head of the bed and ensuring good mouth care and cleaning.
  • Prevention actions for patients who are at risk of falls. Includes early and ongoing risk assessment, motion sensor alarms, and hourly rounding by staff for positioning and toileting, if needed.
  • Prevention actions to avoid bed sores. Examples of this include frequent re-positioning of the body, addressing nutritional needs, and use of air mattresses in high risk patients.
  • Prevention actions to assure surgical safety. Processes are in place to ensure that the correct patient, the correct side of the body and the correct medications are given to patients before the surgery. These are called Surgical Timeouts in which the surgical team pauses to complete a checklist to ensure all safety precautions have been considered.
  • Staff reporting of any and all events that were problematic and posed a real or potential risk to patients, staff or the hospital. The system is online and is the beginning of the safety review process.

We are constantly striving to improve care and services. Some of the goals and strategies that are currently in place include, but are not be limited to:

  1. Reduce readmissions to the hospital
    1. Better coordination of care between community care agencies.
    2. Increased patient education and management over chronic diseases.
    3. Improving inpatient care management systems.
    4. Networking and involvement with state agencies that are designed to support community care and independent living at home.
    5. Consistently using best clinical practices in high risk populations such as those diagnosed with Chronic Obstructive Pulmonary Disease (COPD) and Congestive Heart Failure (CHF).
  2. Improve ability to treat and care for patients who require Geropsychiatry services.
    1. Expansion of the current Geriatric Psychiatry unit to accommodate more patients
    2. Recruitment of more providers to assess and manage the population
    3. Incorporate best practices in monitoring of physical safety while in our care.
  3. Improve patient satisfaction regarding hospital experience
    1. Improve survey scores further with staff education and feedback on performance.
    2. Incorporate into the performance evaluation system staff engagement in patient satisfaction and patient safety.

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