Patient Experience

UK King’s Daughters is committed to providing the highest quality care and positive patient experiences. Patient experience is of the utmost importance in our health system. By providing exceptional care, we hope to encourage patient loyalty.
The patient experience team is dedicated to assisting you in receiving the best patient care and hope to encourage you to partake in our patient satisfaction surveys after your visits. Our team offers many services and some of our services include, but are not limited to:
•    Analysis of patient satisfaction surveys
•    Leadership Development
•    Observations for process issues and assistance in resolution of these problems
•    Onboarding, educating, and assisting new team members in their transition to KDHS

We're here to listen

We want to ensure your healthcare needs are addressed in a timely and respectful way. We encourage your participation in our patient satisfaction survey as it helps us to continue to improve our quality of care for your future visits.

When will I receive a survey?

Within 3 days of your appointment/stay.

How will I complete the survey:

• Phone: If we don't hear from you via email, you'll receive a phone call from our survey partner. The phone number may show up as "unknown" or "spam."
• Email: If you provided us with an email address during registration, you will receive an email from [email protected]. Please add us to your approved senders list so you don't miss out!

If you prefer not to participate or would like to be removed from the call list, please contact us.

Patient Representatives

We’re here to help

At UK King’s Daughters, we believe every team member plays an important role in creating an exceptional patient experience. No single department owns the patient experience- we all share responsibility for making sure every patient feels heard, respected, supported, and cared for.

Our patient representatives’ partner with patients, families, and teams across the health system to help identify opportunities, address concerns, and create meaningful improvements in the patient experience. As part of this work, our patient representatives:

• Listen and respond to patients concerns and complaints, helping patients feel heard and supported
• Advocate for patients and families, connecting them with the right resources and team members
• Partner across departments and areas to help resolve concerns and improve the overall experience
• Promote a safe communication between patients, families, and members of the care team
• Provide resources and support to help patients navigate their healthcare experience
• Recognize and celebrate compliments and positive feedback, sharing meaningful stories with the team members who made a difference.

You’re never alone during your stay.

Our patient representatives visit our inpatient rooms daily to check in with patients and make sure they have an opportunity to share their experience, ask questions, and receive support. They are an important part of your care team and serve as an advocate for you throughout your stay.
If you haven’t had the opportunity to meet your patient representative, simply let your nurse know that you would like to speak with one, and they will be happy to connect you.

How we can help

Your patient representative is here to support you with non-clinical needs and help make you experience as comfortable and positive as possible. They can:

• listen to your concerns and help address issues that may arise during your stay
• advocate for you by helping communicate your needs and ensuring your voice is heard
• help with non-clinical needs and connect you with the appropriate team member or resource
• receive compliments and positive feedback about your experience and share your kind words with the team member who made a difference
• help resolve concerns before you leave by working with you and the appropriate members of your care team.

Your feedback matters. Whether you have a compliment, a concern, a question, or simply need someone to listen, your Patient Representative is here for you. 
We are proud to partner with you and your family in your care and are committed to make sure your voice is heard.

To contact one of our patient representatives, please call 606-408-4146 or email us at the link below.

Patient Family Advisory Councils

Patient and Family Advisory Councils gives the community a voice – a place to provide feedback about current healthcare experiences, share new ideas, and assist leadership in decision making. The PFAC is a mechanism for people to have representation in the healthcare setting.
This voluntary group meets every month in person at King’s Daughters in Ashland and Portsmouth with the option to join virtually, as well.

There are several PFACs available at King’s Daughters:

1. General: Members of this PFAC provide feedback as it relates to services in primary care, urgent care, diagnostic testing, surgical services, etc.
2. Cardiovascular: Members of this PFAC provide feedback as it relates to cardiology, cardiothoracic surgery, vascular surgery, cardiac rehab, etc.
3. Women's and Children's Health: Members of this PFAC provide feedback as it relates to gynecology, obstetrics, mammography, pediatrics, etc.
4. King's Daughters Ohio Medical Center
5. Oncology

Goals of the Patient & Family Advisory Councils:

• Promote patient and family centered care principles
• Strengthen communication and improve collaboration between providers, patients and families
• Make recommendations for educational resources
• Collaborate with hospital leaders and staff on issues that may impact care
• Improve the patient and family experience
• Connect the community and the hospital

PFAC members should:

• Be willing to talk about experiences and effectively share insights and information
• Demonstrate a passion for improving healthcare for others
• Have the ability to listen well, respect the perspectives of others, interact with many different kinds of people, and enjoy working with others
• Show a positive outlook on life and bring an appropriate sense of humor
• Represent a broad cross-section of the hospital’s population

Some of the projects in which the PFAC has provided feedback and guidance include:​

• ​AI technology in the workplace
• Family and caretaker support planning
• K9 and alternative therapy utilization
• Emergency Department design feedback and recommendations
• Kiosk and eCheck-in process review
• Hospital environment and family accommodations​

If you have any questions or concerns, please email our team at the link below.

To apply to join one of our councils, use the link below.