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Embargoed Until September 14, 12:01 a.m.

Contra Costa Health Services today announced the results of a patient satisfaction survey its Regional Medical Center (CCRMC) participated in with 200 other public hospitals throughout the State to get a better look at service through their patients' eyes.

The 2004 California Hospital Experience Survey (formerly known as PEP-C), the largest and most comprehensive publicly reported hospital patient survey in the nation, reported that CCRMC, the county hospital, received a two-star rating overall. CCRMC was rated above average in several categories, including transitioning to home, satisfaction with the hospital overall, and providing information about surgery and the Emergency Department. (The survey is available online at calhospitals.org.)

"We value the feedback we received from our patients through this survey and other customer satisfaction efforts. Efforts like this help us focus on improving care for our patients," says Jeff Smith, MD, Director of CCRMC.

The survey asked patients hospitalized between Nov. 2003 and Feb. 2004 to answer questions about key aspects of their care, such as whether they were treated with respect and courtesy, how well hospital staff addressed fears and anxieties, whether staff explained test results and treatment options clearly and completely, and whether doctors and nurses explained what to expect upon discharge from the hospital.

This is the third year CCRMC, located on Alhambra Avenue in Martinez, has participated in the voluntary survey, which was sponsored by the California HealthCare Foundation and the California Institute for Health Systems Performance.

According to Dr. Smith, the three-star rating CCRMC received for helping patients transition to home reflects the teamwork and dedication of medical center staff, nurses, physicians and volunteers. "We really work at discussing medications and danger signals to watch for. We also are committed to arranging help for patients when they get home after their hospital stays," says Smith.

Using the survey rating, Smith says CCRMC will focus on improving involvement of family and friends, especially in the birthing process. CCRMC has continued to deliver a record number of babies. In August, 197 babies were delivered at the facility.

Every acute-care and children's hospital in California was invited to participate in the survey. Participating hospitals accounted for 52 percent (200) of the state's 389 general acute-care and children's hospitals, a 77 percent increase over the first survey three years ago. The survey found that Californians give hospitals high marks for respecting patient preferences, attention to physical comfort, and coordination of care, but believe they could do more to provide emotional support, ease patients' transition to home, and involve significant family members or friends.

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