At Finger Lakes Health, we take great pride in our Healing Environment. The Healing Environment is our model of customer service, our philosophy of patient care, and our way of constructing and maintaining our physical environment.
Patient care in a Healing Environment puts patient safety first. By focusing on patient safety and the relationships we develop with our patients, we achieve measurable success in the quality of care and your satisfaction.
Related to the physical environment, a Healing Environment is one that promotes your rest and privacy, reduces any anxiety, and is safe and free of distracting stimuli. So we have focused on reducing noise, ensuring privacy, and creating a comfortable environment free of unpleasant odors. Your satisfaction is affected by your total experience with our organization. This includes how you and your family are treated by our staff, your confidence in your caregivers, knowing who they are and what role each plays in your care.
Something as simple as how you are involved in discussions about your care, how frequently your trash is emptied or your linen may be changed, whether your bill is accurate, how your food tastes, or how you are greeted - all are aspects of our Healing Environment, to which we pay close attention.
Of course, we invite and encourage you to bring any concerns to our attention while you are here. In any area, please share with any member of our staff anything that might make your stay more comfortable. We want the opportunity to address your needs when it matters most to you. If you would like to share your comments or needs, please ask for the nurse manager or clinical coordinator on your unit.
In addition we conduct patient satisfaction surveys and we may ask you to formally voice your opinion. We ask, because we care. Because our patients' experience is of the utmost importance to us, we ask patients personally. We compare the results with other hospitals across the nation. We contract with "Arbor Associates", a company that specializes in assessing patient satisfaction among hospitals, to call randomly selected patients to gauge how we are doing. Your feedback is completely confidential and comes back to us with no names attached. We choose a phone survey instead of a mail survey process because a two-way dialogue with you is most important to us. We truly listen. If you receive a call or survey following your discharge we hope you will share your experiences with us.
While you are here, we will do our best to exceed your expectations, so that when you are asked about your stay, you can confidently answer that we "ALWAYS" did.