Patient Satisfaction

Questions or Concerns
The Mission of OSF Health Care is "to serve persons with the greatest care and love in a community that celebrates the gift of life." To fulfill that Mission, OSF Saint Anthony Medical Center strives to provide high quality healthcare to all who enter its doors. The Sisters, Administration and Staff of OSF Saint Anthony Medical Center are dedicated to practices that improve patient safety and ensure that our patients receive the very best care.

Patients, family members, and visitors at OSF Saint Anthony Medical Center are encouraged to express their views about hospital services. While you are a patient at OSF Saint Anthony Medical Center, please express any concerns you may have to the staff that are taking care of you. Ask to speak to a supervisor or manager if you feel that your questions have not been answered or if you still have concerns.

If you have questions or concerns related to your hospital experience after you have received care or are discharged, please contact the Guest Relations Manager.

The Guest Relations Manager can be contacted at:

OSF Saint Anthony Medical Center
5666 East State Street
Rockford, Illinois 61108
Phone: (815) 227-2515
Fax: (815) 227-2592

If you have questions or concerns regarding patient safety or the quality of care provided, please contact the Director of Quality and Risk Management.

The Director of Quality and Risk Management can be contacted at:

OSF Saint Anthony Medical Center
5666 East State Street
Rockford, Illinois 61108
Phone: (815) 227-2243
Fax: (815) 395-5449

If you have further questions or concerns regarding patient safety or the quality of care that have not been addressed, you may contact The Joint Commission at (800) 994-6610 or online at www.jointcommission.org.

OSF Saint Anthony Medical Center will endeavor to answer your questions or resolve any of your concerns in a satisfactory manner. We look forward to continuing to meet your healthcare needs with high quality services in a safe environment.

Patient Satisfaction and Service Quality
OSF Saint Anthony Medical Center welcomes feedback from our patients and their loved ones. Patients have the opportunity to complete patient satisfaction surveys developed by Press Ganey Associates, Inc., the healthcare industry's leading independent vendor of satisfaction measurement services. The firm annually processes nearly 8 million completed surveys in all 50 states and serves 44 percent of all hospitals with more than 100 beds. More hospitals have selected Press Ganey than have selected all other vendors combined.

Patient satisfaction surveys are sent to all inpatients, ambulatory surgery patients, and emergency room patients after discharge. Due to the large volume, we survey a random number of outpatients after discharge. All surveys are returned directly to the vendor, Press Ganey Associates, Inc. Our vendor provides us with the ability to track and trend the data and comments from our patients' responses. This information is made available to all employees and the information is used to continually evaluate and improve our processes and procedures. In addition to our own facility scores, we receive a percentile ranking that compares OSF Saint Anthony Medical Center with all other hospitals in the Press Ganey database for each service line. Our percentile rank for the fourth quarter of 2011, between October 1, 2011, and December 31, 2011, is as follows:

Inpatient Services 97th percentile
Outpatient Services 97th percentile
Ambulatory Surgery 98th percentile
Emergency Services 83th percentile

Our goal is to improve our service everyday and to uphold the Mission of The Sisters of the Third Order of St. Francis "to serve persons with the greatest care and love."