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Patient Experience

At Norwalk Community Hospital, 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, is 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 believe in and practice Continuous Quality Improvement (CQI), a philosophy that encourages all healthcare team members to frequently ask “How are we doing?” and “Can we do it better?” Norwalk Community Hospital tracks quality of care with standardized, evidence-based measures of healthcare quality established by the Agency for Healthcare Research and Quality (AHRQ). These national indicators measure and track clinical performance and outcomes so we may continuously improve our care.

After discharge, some patients may receive a telephone call to evaluate their experience of care at Foothill Regional Medical Center. 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 (CMS) and are publicly available to consumers with the goal of improving quality of care.

The Patient Experience representative at Norwalk Community Hospital is available onsite to assist patients and their loved ones with any concerns or connect them to the appropriate hospital staff. We are committed to providing you with a quality care in a safe and comfortable environment.

The nursing supervisors are an important part of the Patient Satisfaction team. If you encounter a problem with your care or care team, ask to speak to the nursing supervisor.

If you would like to reach the Patient Experience representative, email or call (562) 863-4763. For assistance on evenings and weekends, as to speak to the administrator on call.