Patient opinions on the service they receive and of the providers that care for them is important to us. We’ve been working with the Crossroads Group, Inc, over the past several years to conduct surveys of our patients to better understand how they view the service and care they get from CRCH and how we can continually work to improve. We recently received the results from the quarter ending December 31, 2024.
Crossroads Group surveyed more than 440 patients during the fourth Quarter and found that 68.4% rated us “Excellent” and 91.5% rated their experience as “Excellent” or “Good” in terms of overall satisfaction. Both scores were slightly better than the national average among 122 FQHCs that participate in this program. We were also slightly better than the national average on other measures including appointment wait, overall quality of care, provider listening, and a category called “staff worked well together.”
The survey also offered patients an opportunity to provide comments in narrative form to help give additional feedback. Some of the comments we received include:
“I have received excellent care since my arrival. The attention has been outstanding overall. From the moment I registered to when I had my consultation, everything went smoothly.”
“Everybody, the nurses, doctor, and medical assistant was very friendly. I loved everything about Charles River. I have nothing to complain about.”
“I was impressed with the quality of service from the healthcare providers. The nurse was friendly and attentive, making me feel at ease, and they communicated all the necessary information. The experience truly impressed me.”
The survey also provided important feedback for us in areas which we can continue to improve. We’d like to thank our patients for their open and honest feedback about our work and their experiences with us and commend our staff for their commitment to the communities we care for.
