Patient Experience
Patient experience encompasses the entirety of interactions and encounters a patient has within our organization, including clinical care, communication with providers, administrative processes, and the facilities and amenities that shape their overall impression of care.
At Evergreen Health, we believe our whole team, together, creates our patient experience. This shared responsibility drives us to provide outstanding, compassionate, and UNCONDITIONAL care and service at every step of a patient’s journey.
Patient feedback is the cornerstone of improving this journey, offering invaluable insights into what we are doing well and where we can grow. By listening to the voices of our patients, we can more effectively tailor our services to meet their needs and foster a supportive environment that reflects our mission to eradicate health inequity through unconditional care.
We measure these key performance indicators (KPIs) to ensure we are delivering on our promises and improving our patient experience:
Staff Engagement
Positive patient experiences are directly linked to engaged and empowered staff. When employees feel valued and supported, they are better equipped to provide compassionate, high-quality care.
Patient Support
Understanding patient needs allows us to enhance the resources and services available, ensuring patients feel cared for not just medically but as a whole person. Additionally, gathering patient feedback helps us meet regulatory requirements by ensuring compliance with healthcare standards, improving quality measures, and proactively addressing patient concerns.
Health Equity
Feedback illuminates disparities in care and access, enabling us to address gaps and foster a more inclusive and equitable healthcare experience for all.
Loyalty
Satisfied patients are more likely to trust Evergreen with their ongoing healthcare needs, strengthening our bond with the community and fostering long-term relationships.
Reputation
Positive word-of-mouth and high patient satisfaction reinforce Evergreen’s standing as a leader in unconditional care, attracting new patients and talented staff who share our vision.
By both embracing and measuring patient feedback, we strive to excel in these areas, and we work toward a future where every patient feels heard, supported, and empowered in their healthcare journey. Together, we are not just shaping patient experience—we are transforming lives.
Evergreen Health patients are invited to leave anonymous feedback any time using our Patient Feedback survey.
If you would like to directly share your feedback with our Patient Experience Manager, please call 716.847.2441, wait to reach the operator and ask to be transferred.