Customer Service & Marketing
Quarterly Quality Assurance Report
9/3/23 – 12/1/23
Customer Experience Questionnaire Quarterly Report:
Included are the results from 2022 for comparison of results to this year. This quarter we received back a total of 7 discharge surveys after distributing 28 which gives us a response rate of 25%. This is a slightly higher response rate compared to previous quarters. Of the surveys this quarter, there were 175 possible responses ranging from “Excellent” to “Not Applicable”. The chart above illustrates the responses that we have received for this quarter.
The total responses included 111 “Excellent” ratings, 46 “Good” ratings, 6 “Fair” rating, and 0 “Poor” rating. There were 9 questions which were answered “Not Applicable” and 3 questions with no response given.
"The medical and nursing care is excellent. The providers were very good about keeping me informed of what was going on with my mother and her care. Your nurse practitioner was excellent about listening and reacting to my concerns. We were very pleased with the vast majority of the staff and there were a couple who went above and beyond to meet my mother's needs and happiness."
- Kathie Skinner
"Overall attentiveness and friendliness of all employees was best! Thank you."
- Stephen Gilmartin
"The atmosphere in the back was so nice; very peaceful and calming, even for visitors, with the fish pond, waterfall, day lilies and water fountains. The regular festivities and especially the weekly summer BBQ's were the best. Having a place for patients to have their hair and nails done, stocked kitchenettes, snack cart and lobby refreshments are all great ideas. The consideration of the patients was impressive."
- Sophia Rice
"The caring, the knowledge and the kindness of the entire staff are what make Hanover Hill an outstanding facility. I was treated with genuine care and concern by every staff member. The meals are excellent and the physical surroundings are immaculate inside and beautiful outside. Therapy kept me moving and gave me great strategies to deal with doing things. "
- Sara Blanch