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The patient experience is about how patients perceive 
their interactions with our healthcare system, how 
they feel about the care they receive, and how those 
experiences impact their overall health outcomes and 
satisfaction. At Good Shepherd, patient experience is our 
focus, and why our motto is Patients First, Always! We 
know that top patient experience leads to better clinical 
outcomes, higher patient satisfaction and improved 
organizational performance. 

Patient Experience Highlights:

•More than 7,848 patients or their loved ones responded to

our patient experience surveys, providing feedback with
5,973 comments.

•Several departments ranked in the top 25% nationally in

patient satisfaction, including:
— Patients who received Cardiopulmonary Rehabilitation

overwhelmingly agreed they would recommend us to 
their family and friends and rated their care particularly 
well in terms of ease of scheduling appointments at 
convenient times, ease of the registration process, how 
well staff treated them and worked together to care 
for them.

— Our Critical Care patients rated their experience among 

the highest in the nation in terms of nurses listening 
carefully to them, call button responsiveness, getting 
help using the restroom in a timely manner, and the 
quality of the meals provided. 

— Our Emergency Department patients rated their care 

especially well in terms of wait time and nurses’ concern 
for their privacy.

— Our Endocrinology Clinic patients were particularly 

pleased with how quickly they were able to get an 
appointment as well as appointments starting on time.

among the highest in the nation in terms of nurses 
listening carefully, responsiveness of staff to call buttons, 
courtesy and respect shown by doctors, quietness of 
the department, providing information on issues to look 
out for, quality of the meals provided, and explaining any 
medications provided, including potential side effects. 
— Our clinic patients who saw Family Medicine providers 

as well as Orthopedic providers were particularly 
pleased with response time to phone messages placed 
after-hours.

— The families of Hospice patients overwhelmingly agreed 

they would recommend GSHCS Hospice to others 
and rated their loved one’s care particularly well in 
terms of the Hospice team’s availability after-hours, 
providing help in a timely manner, explaining things in 

Patient Experience

We celebrated three Leap Year babies born in our Family 

Birth Center on February 29, 2024. Pictured left to right: 

Nurse Maria with baby Reyzah, Nurse Shana with baby 

Calix, and Nurse Norma with baby Mireyna.

— Our Family Birth Center patients rated their experience