Eastern Maine Medical Center Policy Changes bring Assessment Scores Up during Flu Season

06/14/2018

During the most recent flu season, Eastern Maine Medical Center limited guest visitation and reinforced the two-person visitation policy in order to decrease flu transmissions. Preliminary tracking data show that the Medical Center had far fewer cases of influenza than expected for a hospital its size.  In addition, the Medical Center’s recent Hospital Consumer Assessment of Healthcare Providers and Systems [HCAHPS] survey scores show the new policy not only promoted patient safety, it also led to increased guest satisfaction during the 2017-2018 influenza season.
 
HCAHPS scores show our patients appreciated the policy changes and improvements.  When compared to the same time last year, EMMC scores improved significantly in the areas around quietness, cleanliness, responsiveness to care, and overall hospital rating. Eastern Maine Medical Center also received improved ratings around communications with physicians and nurses. These responses reflect our patients’ experiences and care provided during the 2017-2018 flu season.

“The feedback during flu season consistently recognized how much quieter and calmer the experience was, compared to other hospital visits or stays,” says Tori Merry, MBA, director, Patient Experience and Relations. “We continue to look for ways to partner with our care teams, patients, and their loved ones, to ensure our hospital promotes healing. By supporting staff members year-round to comfortably reinforce the visitation policy, we can continue to deliver on our mission to care for our community members during their time of need.”

These increased HCAHPS scores are a result of the commitment Eastern Maine Medical Center staff has for patients, families, and each other