Our Commitment to Care

Patient Satisfaction Matters to Us

How’s your stay? Are you getting the care you need? Are your doctors  and nurses listening and responding to your questions or requests? Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you.

During Your Stay

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue is still not resolved, then contact the Patient Advocate at 573-348-8728. You also have the right to file your complaint with:

Missouri Department of Health and Senior Services

800-392-0210

complaint@health.mo.gov

Office of Quality and Patient Safety

The Joint Commission

One Renaissance Blvd.

Oakbrook Terrace, IL 60181

File a report online

After Your Stay

Follow-Up Phone Call

Within three days of leaving the hospital, you will receive a phone call checking on you. This call is different from the patient survey detailed below. Please use this call to let us know how you are doing and if you have any questions or concerns.

Satisfaction Survey

Once you leave our care, we will continue to seek your feedback through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey is a tool to measure and report patient satisfaction. It’s made up of simple questions on key care topics such as:



• doctor and nurse communication
• medicine and discharge information
• staff responsiveness
• overall quality of the hospital environment

If you’re selected to receive this brief survey, please take the time to complete it. The results will help us know what we’re doing right and where we can improve.

Sometimes a health care choice can involve an ethical concern—such as a wish to refuse life-saving treatment or a disagreement over advance directives. Our Social Work Services staff can help your team of support people make difficult decisions. For help, call 573-302-2292.

To ensure that patients continue to receive the most appropriate treatment according to nationally recognized standards, Lake Regional Health System discloses patient health information to authorized third-party accreditation programs. First, Lake Regional removes all patient identifiers so no data can be tied to an individual patient. Lake Regional then submits data for stroke patients to American Heart Association/American Stroke Association’s Get With the Guidelines. Similarly, Lake Regional submits data for sepsis patients to the Centers for Medicare and Medicaid Services and The Joint Commission. Both the stroke and sepsis data are benchmarked against national data.