Collaboration

Southern Ohio Medical Center Achieves Highest Patient Satisfaction Ratings With CDC Respond

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Executive Summary

As part of a hospital-wide campaign to improve patient satisfaction, the Patient Relations Department at Southern Ohio Medical Center (SOMC), began searching for a way to automate their labor intensive, manual complaint management process. The process of documenting, analyzing, tracking, responding and reporting on patient complaints was consuming employee productivity, keeping employee hands in filing cabinets when they could be administering extra care to the people who needed it most - the patients. CDC Respond has revolutionized Patient Relations, significantly impacting the hospital's strategy to increase patient satisfaction and safety levels and enhance public awareness of their position as the area's premier healthcare provider.

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