Patient Experience

Billings Clinic patients want safe and reliable, high-quality patient-centered care, each and every time.  They want personal connection with their caregivers that builds trust. At Billings Clinic, we pride ourselves in the excellent quality of care and service we deliver. This takes place in the settings, processes and interactions that patients and guests encounter, from the first phone call to the bill.

Quality and service can be measured in outcomes such as the safety record of the institution, infection or readmission rates, and compliance with evidence-based processes known to enhance care. Quality and service can also be measured by ease of access, appointments being on time, patients treated with courtesy and respect, and patients understanding the plan of care when they depart.

One of the tools Billings Clinic uses to measure patient satisfaction is HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys. This is an overall assessment that is representative of a variety of aspects of patient experience including communication, education, and coordination.

Our Patient Experience goal is that everyone who walks through our doors feels INFORMED, HEARD, and CARED FOR.

Patient Partners

Patient Partners is a Patient and Family Advisory Council (PFAC) that meets monthly to provide feedback, act as a sounding board, review materials and support projects, purely from a patient perspective.  Patient Partners members have participated in marketing, scheduling, and operational excellence yellow-belt projects.  Patient Partner stories help us learn and continually improve.

If you know a patient or family member who may be interested in joining this team, please have them contact 406-435-4642 or klewis@billingsclinic.org for more information. ​