Patient Experience Survey

EAMC Measuring Success

Patient feedback is the “voice” that guides us and helps us understand where we need to improve. You may receive a patient satisfaction survey call following a visit to one of our facilities. We use the following methods to gather and tabulate patient feedback.

  1. Hospital Consumer Assessment of Healthcare Providers & Systems (HCAHPS) - The goal of this public reporting instrument, as stated by the Centers for Medicaid and Medicare Services(CMS), is to provide consumers with information that might be helpful in choosing a hospital. The survey is a standardized tool that is used by all hospitals nationwide, who receive reimbursement from CMS. This allows the consumer to compare East Alabama Medical Center (which includes the EAMC Lanier campus) to any other hospital in the nation for patient experience. We utilize a third-party business partner, who is HIPPA compliant, to conduct our surveys.

    The data is available at www.hospitalcompare.hhs.gov. Hospital results are refreshed on a quarterly basis.

  2. Within a few days of your hospital stay or other patient experience with us, you may receive a telephone call (to the phone number you provided at registration or admission) from our partner, Healthstream Research. The interviewer will identify himself or herself as being with Healthstream Research, calling on behalf of East Alabama Medical Center. The call will originate from their center in Baltimore, MD and on caller ID will show the number 615-846-8410. You will be asked some questions about your experience while in our care. The survey will take approximately 8-10 minutes. CMS guidelines allow the survey company to contact our patients between the hours of 9am-9pm in whichever time zone you live in.

    You have the right to refuse participation if you choose. If you do not wish to participate, please tell the interviewer that you do not wish to give feedback this time. If you prefer to never provide survey feedback, please call the following number to place your phone numbers on the Healthstream Research Do Not Call List.(this is different from placing your phone number on the telemarketing Do Not Call List). The number is 1-800-473-1771. EAMC is not permitted to place your name on this list---it must be done by the patient. Please know that any feedback you provide helps us improve the quality of care and services. We value your feedback and appreciate your time.

  3. Not all patients receive a telephone survey call due to random sampling, so we created a place on our website where patients can enter feedback at any time. Click here or go to the homepage and click the link called “Patient Feedback” to give us information about the care and service you received during an inpatient stay, an outpatient visit to any of our facilities, a surgical procedure, an emergency room visit, a stay on our skilled nursing unit, or a stay on our adult behavioral health unit . This will help us improve our services and/or recognize staff. We always appreciate hearing about times when you received exceptional care and service from our staff, in addition to any special issues or concerns that we should know about.

  4. EAMC and EAMC Lanier may occasionally utilize focus groups of former patients and families to help guide us in our improvement efforts and development of services. If contacted, we hope you would be willing to join us.