As a resident of Teton Valley and as the CEO of Teton Valley Health Care, I am concerned about how TVHC is perceived. If people in our community have a poor perception of our services, prices, or staff, they won’t come to us for their care. I understand that how we treat our patients determines how you (and the people you talk to) feel about the hospital. Like any service organization, if we don’t meet or exceed your expectations, you won’t be happy.
Teton Valley Hospital is a great little community hospital with a lot to offer. Our infection rates are always low (last year it was 0% …) and our clinical quality is high. Our patient satisfaction scores are consistently above 94% for both hospital and clinic services. We have very good equipment and staff. We have a 7×24 emergency room, clinic hours 7 days a week, and we employ over 150 people. In terms of the delivery of medical care and County economic impact, our 75 years of existence have been a crucial asset for Teton Valley.
I know that in the past we had billing issues and operational missteps. I know a number of people in the community were faced with those issues and because of their poor experience with TVHC they’ve chosen not to use our services. The good news is that we have made significant improvements in billing and other processes. The bad news is that many people don’t know that we’ve made clear, consistent improvements, and we believe we’re able to offer a better all-around patient experience.
It takes time to earn and maintain trust, especially after trust has been broken. If you avoid using our hospital or clinics because of a past experience or what you’ve heard second-hand, please give us the opportunity to change your mind. We’re still not perfect, but we are a lot better.
This year, TVHC is going to focus even more on you, the patient, and your family. You’ll see the following changes:
- We are training all staff to improve the customer experience. Just like 5-star hotels train their staff to make the customer experience better, we are training all of our staff to better serve you and understand your personal needs. If one of our staff does not meet your needs, please let me know.
- We’re improving the look and feel of patient rooms and exam areas such as our blood draw room, clinic admissions, and medical imaging suites. We are replacing our X-ray/fluoroscope with up-to-date equipment and we’re redesigning the X-ray room. The lab room is now complete. Look for the new X-ray equipment and redesigned room in May, and the Driggs clinic changes in June.
- We will be adjusting our prices for imaging (e.g., X-ray, cat scans) services to make them more competitive. Look for announcements this summer.
- We are investigating new evening clinic hours to accommodate everyone who works during the day.
Teton Valley Health Care is celebrating its 75th anniversary of service this year. We were built by a determined, conscientious community through much self-sacrifice and commitment, and we completed our first year of patient care in 1939. We’ve been through a lot of change together.
Like you, we have to anticipate changing times and that often includes making changes in course and improving how we perform. If you haven’t been here for a while, please consider visiting with us and let me know what you think of us now.