At Speare Memorial Hospital, our primary customers include our patients and their families. The QM Program diligently evaluates care delivery services and ways to improve customer satisfaction. In doing so, SMH partners with the nationally renowned company, Press Ganey , which specializes in administering, and reporting outcomes pertaining to patient satisfaction. Care delivery areas surveyed by Speare Memorial include:

• Ambulatory Surgical Services
• Emergency Room
• Inpatient Services
• Medical Practices
• Outpatient Services (i.e. Laboratory, Radiology, Cardiac Rehab, Oncology, CardioPulmonary)
• Urgent Care (Plymouth and Meredith)
• OutPatient Rehab Services (Plymouth and Bristol)

The expectation of the QM department is that patient concerns and/or grievances are addressed in a thorough and timely manner.

In the fiscal year 2026 we will be moving towards more email and text options to improve efficiency of survey delivery and response rates.