The Heart of the Patient Experience

April 23, 2018

By: Steve Heatherly, CEO

The mission of Harris Regional Hospital and Swain Community Hospital is Making Communities Healthier, and that starts with providing the highest quality care possible to you, our neighbors in this wonderful community we call home. A big part of delivering healthcare you can count on is creating positive experiences for our patients and their families – starting from the moment you walk through our doors. Ensuring positive patient experiences has always been and will continue to be a top priority for us.

This week – April 23-27 – is Patient Experience Week, an annual national event designed to honor the outstanding work of those who are impacting the patient experience and to inspire them in their ongoing efforts to create the best possible patient experiences. Our employees are at the heart of our vision to create places where people choose to come for healthcare, and I am so proud of each and every one of them – from physicians, nurses and medical staff to hospital leadership and administrative staff to those who serve you in our cafeteria and those who make sure our hospital is clean and welcoming for your visit. Through their tireless efforts to make our patients and their families feel well cared for and safe, they are making a positive difference every day and helping us achieve our mission of Making Communities Healthier.

Your voice as a patient is extremely important to us, and we consider you the most important member of your healthcare team. When you need care, our team members make every effort to involve you and your family in your care through activities such as bedside shift report. Instead of private conversations outside of your room, our providers exchange important information about your health and care plan while at your bedside. This provides an excellent opportunity for you to ask questions, voice concerns and share valuable feedback with us about your experience and treatment.

Tell your nurse or a member of your care team if something doesn’t feel right. Don’t be afraid to ask questions. The more information you have, the more you will understand about your treatment and the better you will feel about making decisions related to your care. When a provider or medical staff member gives you instructions or an explanation related to your care, it’s okay to repeat what you heard so that you can confirm you understand your treatment clearly.

Patient feedback doesn’t end at the bedside. Our Patient Family and Advisory Council is made up of some of our past patients, their family members and our hospital leaders. The Council’s goal is to evaluate and explore how we can continue to improve your safety and experience as a patient, and empower future patients to take an active role in their own care.

By keeping our patients and their families at the center of care, and encouraging them to play a vital role in their treatment, we are creating a safe and comfortable environment for everyone who walks through our doors. You are why we do what we do, and I am so grateful that we have a team that is so relentlessly dedicated to enhancing your visit with us and creating the best possible patient experience for you and your family.