Patient, community perception of hospital discussed

MOSES LAKE - How to find out what people think of Samaritan Healthcare, why they think it and changing negative opinions of the hospital was the topic of conversation at the hospital board's last meeting.

Board members and administrators were asked to come up with three questions they would ask patients, and three questions they would ask hospital district patrons. They shared their answers Thursday.

The questions ranged from why patients chose Samaritan for care, to their definition of quality health care, to whether or not people leave Moses Lake for health care and why. They included a question to patients about what stood out, good or bad, about their stay at the hospital.

There were questions about the patient's positive experiences at the hospital, who the patient talked to if there was a problem, and how it worked out. Other questions dealt with patient expectations and whether or not those expectations were met, and whether the hospital listened to the patient.

Board members listed questions for patients and district patrons who had heard negative information about the hospital, including where they heard it and how long ago. Board members asked what it would take to persuade people who have heard bad things, or had a bad experience, to give the hospital another look. Other questions were directed to the patient's family and their experiences, and whether or not patients thought they were adequately prepared to go home.

The hospital does a survey of former patients, but it's difficult to follow up on the answers, Chief Executive Officer Tom Thompson said. The questions are the first step in additional outreach efforts, he said.

In other business, Chief Financial Officer Tom Legel reported the hospital has made more money through the first 10 months of 2013, but its expenses are higher too.

The hospital made $54.3 million by the end of October, which is about 3.4 percent higher than budget projections, Legel said. But expenses for the same period were $51.3 million, which is about 3.6 above budget projections, he said.

Growth is part of the reason for higher expenses, Legel said, because more patients require more staff. The hospital's net income was $4.3 million through Oct. 31, which is below the budget projection, he said. But that reflects a drop in the hospital's return on its investments as well as increased expenses, he said. State law sets limits on the hospital district's investment options, Legel said.

Samaritan Clinic administrator Kevin Dustin reported that clinic utilization is higher than 2012, with about 48,000 visits projected for the year.