One of the most important ways that hospitals assess and improve their quality is to ask patients what they think. Norton Healthcare currently assesses patient satisfaction with two surveys. First, an outside company (Press Ganey Associates, Inc.) conducts mail surveys of a random sample of Norton Healthcare patients. The first section of this web page shows the results of the Press Ganey Associates, Inc. surveys. (Note: In some cases, Kosair Children's Hospital is compared to a different average from the other hospitals.) Norton Healthcare performance represents the performance of all the hospitals combined.
The second section of this web page shows the results of a survey developed by the Centers for Medicare and Medicaid (CMS). The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is utilized by all adult hospitals submitting data to CMS. Two of the HCAHPS questions are general: one asks patients to rate their overall experience at the hospital and the other asks patients whether they would recommend the hospital to friends and family. Other questions ask patients to rate their experiences related to communication with hospital staff, the hospital environment, medication, pain control, and discharge information. After HCAHPS results are adjusted based on CMS published patient-mix risk adjustment model, statistical significance testing is performed to compare the performance of our hospitals to the U.S. average. We show our adjusted statistics and any color-coded results of significance testing when possible.