At Southern California Hospital at Hollywood, we place a high value on giving every patient and family member a positive experience while at the hospital. Studies have shown that aspects of a positive patient experience, such as clear communication between providers and patients, are linked to better overall health outcomes. From making a doctor’s appointment to paying the bill, our staff members and providers ensure that patients receive the highest quality of service and care.
We have a dedicated, on-site Patient Experience Officer whose role is to ensure every patient interaction underscores our commitment to excellence. We want to ensure that all our patients and visitors are taken care of during their stay or visit. To this end, the Patient Experience Officer is responsible for evaluating patient experience, collaborating with other staff members to make any necessary improvements, resolving patient/visitor issues, and recognizing stellar employees.
After discharge, some patients may receive a telephone call to evaluate their experience of care at our hospital. The survey, called Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), asks questions about communication with providers, discharge planning, the hospital environment, and the patient’s overall experience. Results are reported to the Centers for Medicare & Medicaid Services and are publicly available to consumers with the goal of improving quality of care.
Our goal is to resolve any issues that arise while you are still at the hospital. Patients may speak with their nurse or nursing supervisor with any questions or concerns about their care. In addition, a member of our leadership team or administration—either the Patient Experience Officer or another individual—visits with every patient on most days to collect feedback and resolve any issues.
If an issue is still not resolved, patients should contact the Patient Experience team directly at (323) 462-2271 ext. 430 or by email. After hours, ask to speak to the nursing supervisor of administrator-on-call.