The leadership teams overseeing Urgent Care services and the Integrated Care Campuses engaged the council on patient experience. Council members suggested minor improvements at the West Pavilion location including moving the weigh-in space to a more private area and decluttering patient rooms to create calmer environment. Moving the weigh-in space has since been standardized across all urgent care settings.
Another recommendation was having the medical assistant and provider enter the room as a team to hear the patient story once, eliminating the need for the patient to repeat themselves. Since piloting this change, this location has seen an increase in their patient experience metrics, specifically around provider communication.
The leadership team is willing to listen to feedback from those in the community to improve the patient experience. It shows they truly care and strive to continuously improve the quality and delivery of care.
My family and I have been Spectrum Health patients for years. Both children were born at Butterworth Hospital and all four of us see a Spectrum Health Primary Care physician. We’ve experienced care at urgent care facilities, Helen DeVos Children’s Hospital and the Emergency Department. Each time, I trusted the doctors and nurses would provide us with the best care possible.
As a community, we are lucky to have such a great health care system in our backyard. Since having children, I have been pushed into more health care experiences. I found it difficult to juggle work commitments and the health care needs of young children. This really motivated me to join the PFAC to make sure that the patient experience continues to be an area of focus.
I’m proud of the accomplishments in the primary care, laboratory and radiology spaces. From wayfinding during the Blodgett Hospital parking ramp renovation and discussing patient expectations of radiology results to sharing what patients value when searching for a primary care provider, our input was valued. I know I’m making a difference in my community by sharing my experiences and those of family, neighbors, and coworkers.