Cynthia Persily, PhD, RN, FAAN
Dr. Persily is the CEO of Highland Hospital in Charleston, WV
Six months ago, we underwent some pretty significant changes at our Process Strategies location. Essentially, we transformed the way that we provide care to our patients from the time that they come through our doors until the time that they leave our doors. This change, as all changes, has been hard. We’ve had bumps, and a few bruises. But this week, I was presented with patient satisfaction data, and I am thrilled with what our patients are saying about us!
The most common reason that our patients come to us at Process Strategies is for behavioral health care. So, it pleases me to hear so many great comments about our providers. When asked what our patients liked the best about the care they received, many mentioned our providers. I know we are meeting our mission for high quality behavioral health services in a caring environment when I read comments like “knowing that there is someone to talk to”, “being able to get stuff off my chest”, and that “my provider listened to me and actually cares what happens—no other doctor I know does”. But I was especially touched this month when I read a patient’s comment that two of our providers “saved my life”. That’s what our care is all about and kudos to our providers for providing this care.
We all know though, that the short time spent with a provider is only part of the experience that our patients have when they come to Process Strategies. And the good news is that all of the changes we’ve made have been recognized! Patients commented on “quick care, great service”. They also commented on the friendliness of staff numerous times, how nice everyone is, the courtesy with which they are treated, and the hospitality extended by the front desk staff. One patient summed it all up by saying that the best thing at Process Strategies was “everything and everyone”! We couldn’t be prouder of our team!
A shift in processes sometimes leads to chaos. We still have some work to do, and we hear what our patients say about things we can do differently. We will be doing some remodeling, we are working on responses to phone calls. We get about 600 phone calls a day at Process Strategies, and we are working on systems to be more efficient there. We are working on making our waiting area more interesting. We are changing every week it seems, but what I haven’t seen is anyone giving up on the team and the vision for what could be. If you or a loved one is in need of our care in our transformed environment, don’t hesitate to give us a call for an appointment at 304-348-1436. If you are a current patient, be sure to fill out your patient satisfaction survey—we want to hear from you! We want our patients to have the best experience possible while they are seeking behavioral health care. Our leadership team and our staff promise to work every day to meet that goal. It’s what we are all about.