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At Good Shepherd Health Care 
System, our medical staff, employees 
and volunteers are dedicated 
to continuously improving the 
experience you have while in our 
care. Some experiences may be 
joyous — like the birth of a newborn 
baby, while others more traumatic — 
like end-of-life care. 

Wherever you are on the continuum 
of care, we are dedicated to 
ensuring you and your loved ones 
are treated with respect, empathy 
and compassion. Our job is to be 
there for you in good times and 
bad; to laugh when you laugh and 
cry when you cry. As caregivers, 
we chose to dedicate our lives to 
serving others – caring for your 
needs when you are unable to care 
for them yourself. 

Fundamentally, we feel it is 
our responsibility and duty to 
adequately supply our team of 
caregivers with the tools and training 
necessary to meet and exceed 
your expectations as a healthcare 
patient. As an organization, we 
have embarked on a journey to 
implement Lean Strategies in our 
day-to-day work. It is a journey of 
continuous improvement, following 
industry standards and processes 
in order to provide the best patient 

experience possible in our rural 
health care setting. 

GSHCS received top rankings in 
Hospital Consumer Assessment of 
Healthcare Providers and Systems 
(HCAHPS) summary report scores 
in FY 2021-22. Hospitals refer to 
these scores as the HCAHPS which 

includes a quarterly summary report 
of returned patient surveys that 
are then used to draw comparisons 
of hospitals across a variety 
of metrics. The scores are also 
deemed indicative of the standard 
of care at each facility and used 
to create incentives for hospitals 
and healthcare organizations to 

Patient Experience

Staff gathered for photos with Good Shepherd’s “Way to Soar from Three 
to Four” star display. Medicare’s Care Compare website updated in early 
2022 showing that Good Shepherd had improved from three to four stars 
for the Patient Survey Rating. The patient survey rating measures patients’ 
experiences of their hospital care. Recently-discharged patients are asked 
about important topics like how well nurses and doctors communicated, 
how responsive hospital staff were to their needs, and the cleanliness 
and quietness of the hospital environment. Official HCAHPS scores are 
publicly reported on Care Compare, and the star ratings make it easier for 
consumers to use the information on the site.