Your Voice Matters
Help Us Make Every Patient Experience Better
At Coffee Regional Medical Center, providing exceptional care means more than treating an illness or condition. It means listening to our patients and families and continually looking for ways to improve the care and experience we provide.
One of the most important ways we listen is through our Patient Experience Survey.
Coffee Regional Medical Center partners with Press Ganey, an independent patient experience organization, to gather feedback from our patients. Your responses help us understand what we are doing well and where we have opportunities to make your experience even better.
What Is the HCAHPS Survey?
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is a national, standardized survey developed for the Centers for Medicare & Medicaid Services (CMS).
The survey gives patients an opportunity to share their perspectives about their hospital experience and allows hospitals across the country to be measured using the same standardized questions.
HCAHPS asks about important aspects of your hospital stay, including communication with caregivers, staff responsiveness, discharge preparation, the hospital environment, and your overall experience.
Who May Receive a Survey?
Following a hospital stay, some patients are randomly selected to receive an HCAHPS survey.
You do not have to be a Medicare patient to receive a survey.
If you are selected, you may receive the survey shortly after your discharge.
Only a sample of patients receives the HCAHPS survey. If you are selected, your feedback represents the experiences of many patients and plays an important role in helping us improve care.
How Will I Receive My Survey?
Coffee Regional Medical Center uses Press Ganey to administer our patient experience surveys.
If you are selected, you may receive your survey in one of two ways:
By Email
You may receive an email containing a secure link that allows you to complete your survey electronically.
Please check your spam or junk folder if you are expecting a survey and do not see it in your inbox.
By Mail
If the survey is not completed electronically, you may receive a paper survey through the mail.
Simply complete the survey according to the instructions provided and return it using the enclosed postage-paid envelope.
Coffee Regional Medical Center’s HCAHPS survey process does not use telephone calls.
Is the Survey Voluntary and Confidential?
Yes.
Participation in the survey is voluntary. Your decision about whether to participate will not affect the care you receive at Coffee Regional Medical Center.
We encourage you to provide open and honest feedback about your experience. Your responses are handled according to the survey’s confidentiality and privacy requirements.
We want to hear about your actual experience — what went well and what we could have done better.
Why Your Feedback Matters
Your survey is much more than a score.
Patient feedback helps Coffee Regional Medical Center identify opportunities to improve the experience of future patients and families.
We use patient feedback to help:
- Recognize team members who provide exceptional care
- Identify opportunities for improvement
- Improve communication between patients and caregivers
- Strengthen discharge education and preparation
- Improve responsiveness to patient needs
- Enhance safety, comfort, and coordination of care
- Develop patient experience education and training
- Track our progress over time
Your comments are especially valuable because they help us understand the story behind the score.
What Happens to the Results?
Patient experience results are reviewed throughout Coffee Regional Medical Center.
Hospital leaders, managers and team members use survey results and patient comments to identify trends, recognize excellent care and develop improvement initiatives.
HCAHPS results are also reported to the Centers for Medicare & Medicaid Services (CMS). CMS publicly reports hospital patient experience results so patients and families can compare hospitals when making healthcare decisions.
Your Experience. Your Voice. Our Commitment.
Every patient sees healthcare from a perspective that we cannot see without your help.
When you complete your survey, you help us understand what it was like to receive care at Coffee Regional Medical Center.
Whether you recognize a team member who made a difference, tell us about something we did well, or identify an opportunity where we can improve, we want to hear from you.
If you receive a survey from Press Ganey following your care at Coffee Regional Medical Center, please take a few minutes to complete it.
Your feedback helps us improve the experience for the next patient.