When you need health care, we know you expect more than medicine. You need a welcoming smile at the front door, help getting to your appointment and compassionate staff to answer your questions and provide support. You need time and information to understand your condition and the treatment. You need us to listen carefully to your questions and answer them in a way you can understand. You and your family need to be prepared for going home, so you can be confident you know what to expect and how to address any further issues.
The care providers at Lawrence General understand that your experience begins at the “front door” wherever that front door is – in the main lobby, lab, imaging, another department, or an offsite location --and that we are all responsible for being sure the hospital meets or exceeds your expectations.
Defining the Perfect Patient Experience
We learn about patient expectations from the patient satisfaction surveys that are mailed to your home after discharge. Our Patient Experience Team dives into the surveys and shares important comments from patients with staff, to help us improve. This team has worked with staff, physicians, patients, and leaders to develop a definition of the Lawrence General Patient Experience:
We promote healing through the sum of all interactions shaped by compassionate, respectful and attentive care for our patients and their families.
This definition inspires us to remember that everyone contributes to your experience at Lawrence General, and keeps our values always at the forefront. We also created a video to help us all remember our important role in your experience!
Improving the Patient Experience
We have made a number of changes at Lawrence General to improve the patient experience.
- Outpatients will enjoy modern, bright clinic spaces at sites on Marston Street, and at Andover Medical Center on Rt 133 and the Andover/North Andover YMCA.
- Inpatients are cared for in bright, newly renovated adult/medical surgical units.
- To promote a healing environment, the lights dim during quiet hours on our new adult medical/surgical units and gentle reminder signs glow to encourage quiet voices.
- Many of our providers are bilingual or multilingual and medical interpreters are available in-house.
- Groups of caregivers are meeting routinely to further analyze patient comments and better define the patient experience and their role in making it the best it can be.
Tell Us How We Are Doing
You can help us improve the patient experience by giving us feedback either during your visit, or on the survey when it comes. Your honest assessment of your care experience will help us to improve for other patients going forward.
If you have feedback you’d like to share now, we would be happy to hear from you now!
Share your patient experience on our Facebook page and learn more about our activities in the community and our amazing employees, and get helpful information about your health! If you liked your patient experience we hope you’ll like us on Facebook and follow us on Twitter.