Residents give CMH high marks on survey
Southern Maryland residents gave high marks to Calvert Memorial Hospital on a recent survey – especially the nursing care and medical staff. They also like the helpfulness of CMH employees. The local survey was part of a yearlong study by the Maryland Hospital Association (MHA) to test the community perception of hospitals.

“In general, the results were very positive,” said CMH President and CEO Jim Xinis. Almost one-third of the respondents wrote extensive comments. “This is valuable feedback that we will use to serve our community better,” he added.

The survey was mailed with the hospital’s newsletter to 65,000 homes in Southern Maryland. Additionally, it was distributed at area community and senior centers and was available on the CMH website.

In all, 361 surveys were returned. Of that number, 96 percent said they or family members had used CMH services. The multiple-choice survey had 10 questions and a section for comments.

Residents were asked to rate the technology available at CMH, the quality of the nursing care and the helpfulness of the staff. The hospital also wanted to know how residents obtain information about its programs and services and whether they would consider working there. The MHA study asked similar questions of 1,000 residents across the state.

Sixty-seven percent of respondents ranked technology at CMH as very good or excellent compared to 50 percent on the MHA survey. Seventy-four percent rated nursing care at CMH as very good or excellent compared to 31 percent on the statewide study. Eighty-three percent said CMH physicians were very good or excellent compared to 44 percent on the MHA survey.

“We are very encouraged by the results,” said Xinis. “These findings are consistent with our patient satisfaction data.” Seventy-six percent rated the helpfulness of CMH employees as very good or excellent. Additionally, 79 percent said Calvert’s reputation is somewhat or a lot better than three to five years ago.

Xinis said the survey also identified areas that need some attention to improve public awareness. For instance, only 4 in 10 knew that Calvert Memorial is a not-for-profit community owned hospital. “This means that we provide care for all residents regardless of their ability to pay,” he said. “Last year alone, the hospital provided over $5 million in free care and subsidized health services to the community.”

“And when we do earn income above expenses,” he added, “these funds are used to upgrade technology, improve facilities and expand services that are vital to those we serve.”

Xinis said it was disappointing that 55 percent said CMH was a very good or excellent place to work. “We need to do a better job getting the word out,” he said. “As the second largest employer in the county, we offer many advantages – including competitive salaries, generous benefits, flexibility, continued growth and advancement.”

The survey also asked respondents to rank in order from most to least important the qualities they look for in a hospital. At the top, 79 percent ranked good outcomes as most important. Clean facility was second with 71 percent, followed by friendly staff with 56 percent and easy to get an appointment with 49 percent.

Residents were also asked how they get information about CMH. Fifty-five percent said their doctor was the most important source. Forty-eight percent used direct mail as their main source and 48 percent relied on other people.

The hospital’s website (www.calverthospital.com) earned 15 percent. Recently, CMH added many new features in response to feedback from the community. “The goal is to help visitors find what they need quickly and easily,” said Kasia Sweeney, director of public relations and marketing.

According to Xinis, a summary of the comments received has been presented to the hospital’s board of directors. In total, 116 respondents submitted comments. Of that number, 60 percent were generally positive. Eight suggested new ideas.

A major area of dissatisfaction was the long waits in the Emergency Department – a situation that will be addressed with the expansion underway. Other concerns related to the hospital’s smoking policy, parking and access to physicians, especially how long it sometimes takes to get an appointment.

“Everyone will receive a letter acknowledging their reply to the survey,” said Xinis, “and those with concerns will be followed up the quality improvement department.”