FRIDAY, June 5, 2026 |
Photo – Patient Satisfaction Report – Courtesy MHCC
Memorial Hospital of Carbon County received perfect reviews in an April survey.
On June 2nd, Memorial Hospital of Carbon County released the results of an April patient‑satisfaction survey. Every patient admitted during that period who responded to the survey gave the Rawlins medical center perfect scores in six key categories.
Memorial Hospital Chief Operating Officer Stephanie Hinkle explained the facility is required to undergo regular Hospital Consumer Assessment of Healthcare Providers and Systems, or HCAHPS, reviews to receive federal medical insurance payments.
The third‑party data‑collection firm Fields Healthcare Research conducted Memorial Hospital’s HCAHPS patient‑experience survey. COO Hinkle said patients admitted to the hospital are contacted by the survey company after discharge and asked to rate their experience.
Hinkle added that the survey is completely voluntary.
Patients are asked a series of 26 questions. In the latest report, Memorial Hospital highlighted six key areas where the facility received high marks: hospital rating, likelihood of recommending the facility, staff responsiveness, clarity of discharge information, and doctor and nurse communication. When asked to rate Memorial Hospital on a zero‑to‑ten scale, Hinkle said every survey respondent gave the facility a perfect 10.
The average hospital in Wyoming receives a 74 percent rating in this category.
Chief Operating Officer Hinkle said Memorial Hospital received perfect scores in the remaining five categories, consistently performing above the state average.
Hinkle acknowledged that Memorial Hospital has not always received perfect patient‑experience scores. When that occurs, she said staff use the survey results to identify ways to improve the patient experience.
To ensure Memorial Hospital continues to receive high patient‑satisfaction scores, Hinkle said every staff member, from the person greeting patients at the door to the surgeons, had been made to understand that they contribute to the overall quality of care. She said the hospital expects that focus to be reflected in future surveys.
In addition to increased staff training, Memorial Hospital recently completed a service‑price review. Hinkle said the state of Wyoming provided a grant to hire Redi Health, a specialized hospital revenue‑cycle review firm. Over a months‑long process, Redi Health compared the Rawlins medical center’s prices with those at similar critical‑access hospitals. Knowing patients can travel out of the county for care, Hinkle said Memorial Hospital needed to keep its prices competitive with those other facilities. With the review now complete, she said Redi Health recommended lowering prices in certain areas.
Hinkle added that hospital administrators are confident the reduced rates will be offset by increased patient volume.
Hinkle said some have questioned the legitimacy of the Hospital Consumer Assessment of Healthcare Providers and Systems review. In response to those accusations, she clarified that the process is federally required and carried out entirely by an outside agency without input from hospital staff. Hinkle said the patient‑satisfaction scores are a true measure of how patients feel about the care they received from Memorial Hospital and demonstrate that recent policy changes are working.
Hinkle said the perfect scores from the April HCAHPS review will help shape future improvements and strengthen Memorial Hospital of Carbon County’s exciting level of care.
