Eastern Kansas Health Care System (EKHCS) strives to always provide the highest quality of care to the veterans of our nation who call EKHCS home. We recognize there may be times when a patient or family member has an issue which requires our attention. Because the best time to let us know of any concern or question is at the time it happens — so we can resolve it as quickly as possible — we have established several programs to assist you.
Service Line Points of Contact
No matter which Service Line you visit when you come to EKHCS, you will always be able to find one of our many Service Line Points of Contact. The Service Line Points of Contact can address and resolve your concern at the point of contact.
EKHCS has on staff a highly-skilled patient representative who is eager to help you with your concern in a timely manner. The Patient Representative —
- serve as a liaison between patients and the medical center
- act on the patient's behalf
- help patients understand their rights and responsibilities
Our patient representative, Jonni Cayton, is located on the 1st floor of Building 1 in Room A104B or she can be reached at (785) 350-4455.
Patient Feedback Tools
We also have a number of feedback tools for you to provide information about the care and service you receive. Please take the time to participate in and use these feedback tools. Our goal is to provide compassionate, quality care in a timely manner.
Speak to the Director Boxes
Your feedback about the care and services you receive while in the medical center provides us an opportunity to make changes and improvements. There are Speak To The Director boxes with comment cards located throughout the medical center for you to express a concern, make a suggestion, or give a compliment.
Mystery Shopper Program
The Mystery Shopper program helps to localize the data from the Survey of Healthcare Experience of Patients (SHEP) report. Questionnaires focusing on the customer service standards have been created for 4 (four) different types of shops that are conducted (Patient, Significant Other, Walk about, & Caller). These shops help to gain data that is specific to the facility and area that has been deficient.
The Mystery Shopper Program is designed to give our customers the opportunity to make a difference by evaluating the care they receive. Training is completed through an orientation and screening process. The roster of Mystery Shoppers consists of veteran and non-veteran employees, volunteers, and patients. Each shopper fills out the formalized questionnaire at the end of their shop and submits it to the Patient Representative. Sharing the results of the shops has created a heightened awareness of the customer service standards, the SHEP results, and the Mystery Shopper Program itself and its process at all levels of the facility.
If you would like to become a Mystery Shopper please contact the Patient Representative at 1-800-952-8387 ext. 52983 (Leavenworth) or 1-800-574-8387 ext. 54455 (Topeka).
Survey of Healthcare Experience of Patients (SHEP)
After your visit, you may receive a confidential questionnaire in the mail asking you about your most recent outpatient or inpatient treatment at our medical center.
Please use the survey to let us know of any concerns, complaints, or questions you have about your care, so that we can resolve them. We also appreciate compliments about what we are doing right.
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