At Central Vermont Medical Center we take patient satisfaction very seriously. While we always have more work to do, over the last several years CVMC has worked hard to significantly increase our patient satisfaction ratings.
Patient Satisfaction Surveys
To objectively measure our patients’ overall care experience, we use a third-party study, Avatar International Satisfaction Survey, to measure patient satisfaction and compare our results with those of nearly 400 other hospitals nationwide. Randomly selected patients are asked to assess their satisfaction in fifteen different categories – including but not limited to hospital experience, nurses, physicians, overall general care, admission, patient safety, problem resolution, discharge, room and meals.
Patient satisfaction is a significant part of the overall health care experience. We not only want medical care to be safe and effective, but we also want our patients’ entire stay to be as satisfying as possible. That’s why we want to know whether the patient’s family was treated compassionately and whether the room was clean and quiet.
Note: Several people have suggested that we use a Vermont survey company instead of one from out of state.There are only two survey companies that work with hospitals in the United States that are able to supply us with comparison data so we know how we perform compared to our peers. We regret that neither of these companies is located in Vermont.
Central Vermont Medical Center also participates in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, which was developed by the Centers for Medicare and Medicaid Services (CMS), a federal agency responsible for improving national health care quality and patient safety. Similar to the Avatar International Inpatient Satisfaction Survey, it seeks to measure aspects of the patient experience that aren’t addressed by medical outcomes data. View results.
Ambulatory Satisfaction Survey
We use Avatar Satisfaction Survey to objectively measure our ambulatory patients’ overall care experience and compare our results with those of nearly 400 other organizations nationwide. Ambulatory patients include those who come to the hospital as well as visit their doctor’s office.
Nursing Home Satisfaction Survey
Woodridge Nursing Home surveys residents using the tool My Inner View, which is used across all nursing homes in Vermont. This survey uses a star ratings system (0-5) to rate overall quality and satisfaction with care. See results.