Everyone who works at Community Memorial Hospital has had compliments and heard stories from patients who have been pleased with their care, loved their nurses, even liked the food. Now those kind words are supported by the results of a federal survey in which Community Memorial leads all other Upstate hospitals in nine categories that measure patient satisfaction. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) polled a random selection of discharged patients between the fourth quarter of 2006 through the second quarter of 2007, asking for ratings on everything from communication with physicians and nurses to pain management and the cleanliness of rooms and bathrooms.

“Our high patient satisfaction is the result of many years of effort by our employees and Medical Staff,” says Community Memorial President and CEO David W. Felton. “It is a total team approach in every department and it directly relates to the commitment of the hospital to make sure quality is very high in all areas. It is a privilege for me to work in a hospital with such a high level of commitment to patients and the public and I commend and thank our employees and Medical Staff for what they do every day of the week.”

Registered Nurse Sarah Grisolini was pleased but not surprised by the survey results.

“Patients are why we got into nursing. Nurses have the most contact with patients and, ultimately, it is our responsibility to make sure they are taken care of well. I’ve worked in hospitals where you don’t feel the love like you do here. Everybody cares about everybody else, it shows and the patients see it and feel it.” Marjorie Swalm of Cazenovia, when asked, not in a survey but simply in conversation, about her care at Community Memorial answered quickly.

“It has been excellent. I have no complaints.” Hundreds of other patients agree.

The results 87 percent of the Community Memorial Hospital patients surveyed reported that their nurses always communicated well. The next highest hospital had 74 percent.

90 percent of the patients reported that their doctors always communicated well. The next highest hospital had 80 percent.

80 percent of the patients reported that they always received help as soon as they wanted. The next highest hospital had 66 percent.

76 percent of the patients reported that their pain was always well controlled. The next highest hospital had 73 percent.

78 percent of the patients reported that staff always explained about medicines before giving it to them. The next highest hospital had 62 percent.

83 percent of the patients reported that their room and bathroom were always clean. The next highest hospital had 73 percent. 67 percent of the patients reported that the area around their room was always quiet at night. The next highest hospital had 54 percent.

95 percent of the patients reported that they were given information about what to do during their recovery at home. The next highest hospital had 89 percent.

78 percent of the patients gave Community Memorial a rating of 9 or 10. The next highest hospital had 66 percent.

65 percent of the patients reported that they would definitely recommend Community Memorial and another 32 percent said they probably would.