Community Memorial shares best practices for patient experience at conference


HAMILTON — Diane Chase, Community Memorial senior director of clinical services, presented “Best Practice Strategies to Enhance the Patient Experience” during the Quality Network Conference on Feb. 14.

Attendees included healthcare providers from the Great Lakes Partners for Patients (GLPP), HIIN (Michigan, Illinois, and Wisconsin), and Michigan Critical Access Hospital (MICAH).

Community Memorial earned the only five-star rating in August 2018 for patient satisfaction in New York State from The Centers for Medicare & Medicaid Services (CMS) based on results from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey covering patient discharges from October 1, 2016 to September 30, 2017.

HCAHPS is a standardized survey of patients (post-discharge) and their perspectives on the care they received during their recent hospital stay.

Since the inception of HCAHPS, Community Memorial has taken deliberate and system-wide actions to enhance the experience for patients.

One key action was taking the experience back to where it all starts, the patients, and their family members,” mentioned Chase. As a result, a Patient Advisory Council (PAC) formed to put the patients and their family members at the center of care, giving them a voice in the decisions that affect how they receive care.

Consisting of current and past patients and staff members, PAC meets every other month to offer and discuss ideas and suggestions that have the potential for enhancing the level of care provided by Community Memorial Hospital (CMH) and Family Health Center patients.

Projects addressed by the council were discharge folders, side effects of medications, quiet hour, fall prevention, and hourly rounds. “Input from this group has made a significant impact on how we provide care to our patients.

The members of this council are an invaluable resource,” added Chase. 

To find out more information about Community Memorial’s Patient Advisory Council contact Chase at 315-824-6572 or email

While Chase presented this information to the Mid-West coalition, she has worked with fellow colleagues across the state at conferences including the New York Patient Family Partnership - Critical Access Hospital Coalition in Troy, New York.


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