At UW Health our pledge is to make each patient's health care experience a positive one, regardless of the reasons for the visit.

 

Our physicians and nurses do more than take care of medical needs. Along with the entire health care team, they teach, comfort and explain what patients and families need to know about their care.

 

UW Hospital and Clinics has worked hard in recent years to ensure that our service standards match the level we are known for in technical excellence and quality of care. Knowing that occasional gaps in service will occur despite our best efforts, we have established a service recovery program to help ease inconvenience and restore patients’ confidence.

 

Emphasis on customer service carries other benefits. By reducing stress for patients and families, service excellence facilitates recovery and makes the health care encounter smoother and more efficient. Since patient satisfaction and employee satisfaction go hand in hand, quality in customer service also supports employee retention.

 

 

The Hospital Consumer Assessment of Healthcare Providers and Systems Survey (HCAHPS) was developed by the Centers for Medicare and Medicaid Services. The survey asks patients to rate their experiences related to communication with hospital staff, the environment, medication, pain control and discharge, their overall rating of care and whether they would recommend the University of Wisconsin Hospital and Clinics to their family and friends: