The Riverside Care Difference
As the only Peninsula based healthcare system serving southeast Virginia, we hold ourselves uniquely accountable for the privilege of caring for the community where we live and work. "Patient satisfaction" means more to us than providing clinical excellence.

It also means that whether we touch you directly or as the friend or family member of a patient, we communicate effectively, treat you with respect and earn the right to be your healthcare system of choice, the one you'd recommend to others. 

Simply put, The Riverside Care Difference means that a "satisfactory" patient experience is unsatisfactory to us. Our goal is to be exceptional and when we fall short, we hope you'll let us know.

Patient Satisfaction Results
An advocate of the adage "you don't know what you don't measure," we continually assess patient satisfaction through internal surveys and through our participation in nationally administered government studies such as The Hospital Consumer Assessment of Healthcare Providers and Systems Survey also called "HCAHPS."

HCAHPS is administered on behalf of The Center for Medicare and Medicaid Services (CMS) to gauge patient satisfaction with hospital services. Results are reported on Hospital Compare, where quarterly, over 4,000 hospitals including Riverside, voluntarily report "performance measurement" and "patient satisfaction data. For your convenience, Riverside patient survey results can be viewed below.

Patients reported how often their nurses communicated well with them during their hospital stay. “Communicated well” means nurses explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Patients reported how often their doctors communicated well with them during their hospital stay. “Communicated well” means doctors explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Patients reported how often they were helped quickly when they used the call button or needed help in getting to the bathroom or using a bedpan.

For patients needing pain medication during their stay, the survey asked if the pain was always well controlled. “Well controlled” means the hospital staff did everything they could to control the patient's pain.

For patients given medication during their stay, the survey asked how often staff explained details about the medication. “Explained” means that prior to administering the medication, hospital staff told the patient what the medicine was for and advised the patient of possible side effects.  

This survey question reflects the percent of patients who indicated their hospital room and bathroom were "always" kept clean.

Patients reported how often the area around their room was quiet at night.

Patients were asked whether prior to leaving the hospital, hospital staff discussed any needs they would have upon returning home. Patients also reported whether written information regarding symptoms or health problems to watch for during recovery were provided.

Patients were asked to provide an overall rating of the hospital. The chart reflects the percent of patients who rated the hospital a " 9" or "10." Ratings are on a scale of 0 to 10, with “0” being the “worst hospital possible” and “10” the “best hospital possible.”

The survey asked patients whether they would "definitely" recommend the hospital to family and friends. The chart reflects the percent of patients who answered "yes" they would definitely recommend the hospital.