January 11, 2010 — The past year has been a great year for Cibola General Hospital. Despite our many successes, we recognize there are always areas for improvement. As always, we continue to seek ways to improve the health services provided at Cibola General Hospital. Part of these efforts requires us to seek feedback from our patients, physicians, and employees.

In 2008, a commitment was made to create the best place to work, practice medicine, and receive care — one component not less nor more important than the next. We call our commitment our “Journey to Excellence,” based on the premise that it is the customer experience that drives satisfaction and quality results. This Journey included a commitment to surveying our patients, employees, and the physicians who practice medicine at our hospital. We compare our results with other hospitals throughout the country.

The patient experience impacts all areas of healthcare including patient satisfaction, quality, reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. As a way to help us assess how we are doing in this area, we measure the satisfaction of our patients by randomly selecting them to receive our survey.

If you receive one of our patient satisfaction surveys in the mail, please take the time to complete the survey and return it. Your opinions about your hospital stay are important to us. We appreciate your open and honest comments and suggestions, which will help us in our efforts.

We want to hear from you, and we welcome your comments and observations. Please contact us by phone, letter, website, or email. Your comments will be shared in order to improve our goal of exceptional patient satisfaction.

We thank you, as patients and community members for helping us on this Journey. Our Journey to Excellence is about succeeding by doing things better and providing every patient the care we would expect for our family. It’s about purpose, worthwhile work, and making a difference for those who have entrusted us with their care

Respectfully,

Kenneth Cochran, RN, FACHE
Chief Executive Officer