HOSPITAL STRIVE TO SATISFY CUSTOMERS

The Missouri Department of Health routinely compares hospitals across the state and issues a series of buyer's guides. The most recent focused on emergency room services as opposed to costs, which is typically the focus.

The guide compares services, policies, staffing and patient satisfaction.

Cape Girardeau's two hospitals -- Southeast Missouri Hospital and St. Francis Medical Center -- scored average in the area of patient satisfaction and the time people spent waiting for services.

But exactly how fair are these comparisons?

The statewide guide is based on random surveys from patients. Of the 300 surveys mailed out for each hospital, only about half are returned. That's too a small number to base such weighty comparisons. For example, St. Francis will treat about 26,000 in its emergency room annually.

Interestingly enough, all but one of the hospitals in the region scored average or low on patient satisfaction. This is not a concern singular to this area.

Another problem is the delay in the report's release. By the time the comparison guide is published, it is nearly two years old. Patients may judge hospitals on problems that may have already been resolved.

But to the local hospitals' credit, they have addressed the concerns brought out in the statewide report -- especially the waiting time for emergency services.

Both hospitals said they have made strides to increase patient satisfaction.

Part of the reason for patient wait is the fact the hospitals emergency rooms are so well used -- especially in the evenings and weekends. And those without family physicians may take advantage of both hospitals' convenient care and minor care services.

The statewide guide does provide a tangible reminder of the importance of customer service. After all, patients are consumers. The report underscores the fact satisfaction is a consideration when a patient chooses a hospital.