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| | Every single Copley employee and volunteer is responsible for providing quality care to our patients and their families.
Core Measures
Copley Hospital collects and submits data to the Centers for Medicare and Medicaid Services (CMS) regarding appropriate care measures for inpatients with certain medical conditions or surgical procedures. These measures are researched based guidelines that represent widely accepted standards of care.
Core Measures provide a focus for Copley's treatment protocols to ensure we consistently provide outstanding care to our patients. They are central to our quality improvement program.
Links to Copley's most updated Core Measures are on the right, under Documents.
Core Measures are an improvement tool, not a report card.
It is important to remember that the scores on the Core Measures can be misleading if treated as a hospital rating tool rather than the improvement tool it is. Small hospitals, such as Copley, may have a smaller patient population and the smaller numbers have a greater influence on percentages compared to hospitals with a larger patient population. Or, improvement is needed in the documentation of care; the care was given appropriately but not documented according to guidelines. You can’t tell without investigation — because the data is designed to assist improvement, not to appear as a grade on a report card.
Patient Satisfaction Process
We contract with Press Ganey to conduct our patient satisfaction surveys, including the national standardized survey from the Centers for Medicare and Medicaid Services' Hospital Consumer Assessment of Healthcare Providers & Systems (HCAPHS). Press Ganey works with more than 10,000 health care organizations, including more than 40% of U.S. hospitals and the majority of Vermont hospitals to measure each organization's quality of care. Press Ganey also provides national and state benchmarks for patient satisfaction.
Measuring how patients evaluate the "patient-centeredness" of their Copley experience, and providing the opportunity for comments on all aspects of care, allows us to improve and also recognize staff for outstanding performance.
Links to Copley's most updated Patient Satisfaction reports are on the right, under Documents.
In addition, we annually publish a "Copley Patient Satisfaction Report Card" in the Fall edition of our quarterly newsletter, The Copley Courier. It is distributed as an insert in community newspapers throughout our service area.
Copley is committed to being accountable to you, your family and our community. Please take the time to carefully review this data and share your comments & questions with us. Our goal is to serve you and your needs as they change; the only way we can accomplish this is with your help.
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