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Patient Experience Case Study - Eastside Medical Center
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Addressing and Increasing Patient Comfort with Patient Garments

What was the challenge, opportunity or issue faced?

Eastside Medical Center had always been committed to patient comfort and creating a positive care experience. Eastside Medical worked hard to keep patients comfortable at its facilities, but were unaware of the impact patient gowns and robes had on the effort. A.V. Hannah, Director of Environmental Services, became frustrated with his facility’s provider of patient gowns and robes over the years, particularly at the company’s imaging centers. The garments were often missing ties, the inventory management was ineffective and the quality was minimal.

When patients undergo difficult and often uncomfortable procedures, exams and tests, it is important to provide them with a comfortable and reassuring environment. After realizing that this was an area of patient discontent and its patient gowns were not up to its standards, Hannah decided to make a change at the facility.

What did you do to address it?

Eastside Medical surveyed 153 patients that had used the existing patient robes and were asked: "Did the robe/gown give you a favorable impression of the Health System?” Only 30 of them (20%) reported a favorable impression. After learning about ImageFIRST’s Comfort Care line of patient robes and gowns, Hannah decided to experiment with the plush robes and gowns, customizing them with an embroidered Eastside Medical logo.

What were the outcomes?

After implementing the new patient garments, Eastside Medical surveyed 100 patients and asked them the same question from the previous survey. The survey showed that 100% of the patients surveyed had a favorable impression of the facility with the new robes and gowns, resulting in a 500% increase. The facility saw an immediate increase in its patient perception without any extra costs and continues to see continuous improvements in satisfaction scores.

About Eastside Medical Center

Eastside Medical Center, part of the Hospital Corporation of America, is an inpatient/outpatient medical facility in Georgia that has two outpatient women’s imaging centers: Loganville Digital Imaging and Eastside Medical Center Imaging. It also has 450 physicians on staff and 310 beds with an annual inpatient load of 10,567 patients and annual outpatient load of 8,417 patients.

About ImageFirst

Founded in 1967, ImageFIRST is a family-owned and operated company and is the largest and fastest growing provider of healthcare laundry services to medical practices throughout the continental United States and Puerto Rico. ImageFIRST understands the unique needs of health systems and medical practices and provides the highest quality products and services to their clients.

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