While South County Health receives recognition for providing excellence in medical care, the Patient Experience Advisory Council (PEAC), works quietly behind the scenes to ensure that every service line offered at South County Health has the resources it needs to deliver the high-quality care in the ways patients have come to expect it.
The PEAC was chartered through the Performance Improvement Committee as part of the strategy to increase HCAHPS scores. The Council reviews HCAHPS with departmental leadership to help prioritize and identify opportunities for improvement from the patient experience perspective.
Since its inception on June 15, 2016, the PEAC has been the voice for our patients, and advisors for continued improvements at South County Health. The PEAC is a conduit that uses consumer feedback to shape best practices. The efforts and objectives of the volunteer-led PEAC are key to the success of the organization.The formation of the group is identified in the Strategic Plan as a component to improve the patient experience.
The council meets monthly, examining existing conditions and practices within South County Health. The group identifies areas to improve upon, then seeks solutions that could improve the patient experience.
Among its objectives in the two years that the PEAC has been established, it has:
• Researched patient satisfaction measures (HCAHPS & Press Ganey surveys) and the patient feedback (complaints/ compliments) processes
• Assessed the Women’s Wing, Cancer Center, Emergency Department waiting area, and Surgical Services waiting area
• Engaged in dialogue with SCH leadership
• Drafted and submitted proposal: Improving the Patient Experience in the SCH Emergency Department Waiting Area
• Supported implementation of valet parking
• Provided feedback on Ortho’s Joint Replacement educational video
• Provided feedback on the new SCH website
• Provide feedback on the Patient Portal rack card
Persons interested in joining the Council are asked to complete a member information form. Applicants will be invited to join the Council pending the availability of a position on the Council. Every effort is made to achieve diversity in Advisory Council members that reflects the population served by South County Health.