Making high marks in patient satisfaction

Patient satisfaction means more than just providing clinical excellence, which patients and families expect. Patient satisfaction also means the care team communicates effectively, displays teamwork, treats patients and families with empathy, compassion and respect and offers a clean and welcoming environment.

At UnityPoint Health – Marshalltown, we are pleased to announce that our Ambulatory Surgery Center located at the Medical Park on our south campus, recently earned the highest ranking among UnityPoint Health hospitals in regard to patient satisfaction for the fourth quarter of 2017.

The ranking, as determined by Press Ganey, a highly respected independent healthcare consultant, indicated that 89.4 percent of UnityPoint Health – Marshalltown’s Ambulatory Surgery Center patients rated the facility a 9 or 10 on a 0-10 scale in a Centers for Medicare & Medicaid Services (CMS) standardized survey. Press Ganey partners with more than 10,000 healthcare facilities — including more than 50 percent of U.S. hospitals — helping to improve safety, quality and experience of care.

Why do we measure patient satisfaction? Patient satisfaction survey results enable the medical team to hold itself accountable and to continuously improve in serving patients and families. Our goal at UnityPoint Health – Marshalltown is to deliver a best-in-class patient experience at the highest level of satisfaction, so we are delivering on our promise to provide the best outcome, for every patient, every time.

Examples of what we are doing to improve:

• Focusing our efforts on organization sustainability by reinvesting in our staff, technology and the patient experience.

• Recognizing hospital staff each quarter for achieving high patient satisfaction goals.

• Recognizing hospital staff on an ongoing basis for outstanding efforts in providing safe care, effective care and exceptional service.

• Offering orientation and ongoing training for staff that focuses on improving the patient experience.

We are very proud of our Ambulatory Surgery Center but more importantly, we are proud for all the work our team members are doing to prioritize patient care and satisfaction in Marshalltown. As we indicated last May when Central Iowa Healthcare became UnityPoint Health – Marshalltown, we are dedicated to continuous and constant improvement of healthcare in Marshalltown.

And lastly, as we continue to improve the patient and family experience, on behalf of the Marshalltown Board of Directors, staff and physicians, we encourage you to keep your healthcare needs local. Our pledge to you is a focus on the patient experience and we are making strides as shown by our recent Ambulatory Surgery Center scores.


Dustin Wright is president of UnityPoint Health – Marshalltown.