Hospitals measure everything, whether in milligrams, minutes or its margin. How do you measure compassion? You listen to patients. While they may make note of new technology and redesigned treatment areas, patients and their loved ones truly appreciate knowing they are in caring, skilled hands.

Top satisfaction scores. Despite construction for much of the year, the Backus Emergency Department ranks among the top 3% nationwide in patient satisfaction. This level of appreciation can only result from teamwork and continuous patient-centered initiatives in this fast-paced, life-saving department.

Patient surveys. Backus was an early leader in a new nationwide patient reporting initiative. We tabulated more than 1,100 inpatient surveys, and we acted on them. Responses have led directly to initiatives that enhance medication safety, improve discharge instructions, and create a more visitor-friendly environment.

A helping hand in tough times. Backus is launching a Breast Health Patient Navigator Program, to help women who experience abnormal mammograms get the treatment they need, as efficiently as possible. Also, an early detection program includes free mammograms and Pap smears for women who have no insurance or are underinsured.

Integrative medicine. The Center for Healthcare Integration (CHI) brings a human touch to the science of medicine. Patients appreciate programs that offer pet therapy, massages and a wide variety of other services.

Benefits to our community. Each year, outside the usual realm of patient care, your hospital provides millions of dollars worth of community benefits. These reflect the Backus mission to improve the health of the community, and include free health screenings on the Mobile Health Resource Center, a "Be Aware" program for teen drivers, car seat clinics, educational forums, sponsorships of healthy events and community health efforts, and more.

Creating partnerships. Backus is playing a leading role in finding solutions to healthcare issues pointed out by a first-of-its-kind health assessment of the region ... is organizing an effort to distribute defibrillators and educate the community on their use as a result of the tragic death of a 15-year-old Norwich athlete ... is exploring a cardiac screening program for athletes ... and is working with community partners to make eastern Connecticut a healthier and safer place.

Community outreach and education. Dietitians take the community on healthy shopping excursions to a local supermarket ... a Woman to Woman series focuses on women's health issues ... a spirited free presentation was offered by Dr. Bernie Siegel ... new Birthing Center programs met parents' needs ... Safety Camp blended education and fun for families ... cancer patients learn at free Dinner at Backus education events ... a growing array of support groups helps people heal emotionally. These resources all contribute to compassionate care — from the operating table to the dinner table.