Patient Experience
What is Patient Experience?
Your patient experience is not just about your medical care. Everything that happens while you’re at the hospital affects your experience, such as:
- Having your doctor or nurse clearly explain your care to you and your family
- Receiving help when you need it
- Getting answers to your questions about medications
- Having a clean room
- Sleeping well at night because it’s quiet
- Understanding what you need to do at home to recover
Every staff member at Shannon Medical Center Big Spring is committed to delivering a great experience to every patient.
About our Patient Satisfaction Survey
Shannon is dedicated to providing exceptional care and service to each and every patient. Patient feedback is an important tool to help us achieve this goal. We partner with Qualtrics, a leading provider of experience management and improvement, to survey our patients. We are focused on improving all aspects of the experience for our patients and believe in sharing the results of our patient surveys. Patient ratings and comments on our website are gathered from our Qualtrics survey and shared on our provider profile pages and service pages on our website.
Who Receives the Survey?
Patients receive the survey by mail or electronically by email or text following their visit. Patients are asked to complete the survey and provide comments regarding specific aspects of care. The survey data is then used to help understand patient needs and improve every aspect of the patient experience and care.
Do you post comments?
Shannon is committed to transparency and posting patient feedback. Both positive and negative comments are posted with these exceptions:
- Offensive, slanderous, libelous or profane language
- Names or detailed descriptions that jeopardize patient privacy/confidentiality
- Comments about other providers, departments or instances of care
What are the star ratings?
We calculate our star ratings based on responses to the below questions from our patient experience survey.
- How was the overall care with your provider?
- Did your provider listen without interruption?
- Did your provider explain things in a way that you understood?
- Did your provider treat you with courtesy and respect?
- Did your provider take the time to know important information regarding your medical history?
- Did your provider make you feel like an equal part of your care plan?
Which providers are included in the ratings?
Only Shannon providers are included in the ratings. We do not have access to the data for any providers besides those employed by Shannon.
Why Don't Some Providers Have Star Ratings?
There are three reasons a provider might not have star ratings.
- Providers with less than 30 surveys returned by patients may not have patient ratings listed on their profiles due to the small sample size.
- We typically utilize 12 rolling months of survey results to ensure accuracy of posted results. Some providers new to our organization might not meet this time requirement. The more ratings a provider receives, the more accurate and reliable the data are.
If you did not receive a survey from your recent visit and would like to provide feedback on your experience, please contact us at 325.747.5315 or send an email to patientexperience@shannonhealth.org