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Patient Satisfaction


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.

Average overall patient satisfaction
Average overall satisfaction on a standard set of questions for hospitalized patients. Ratings were 0=very poor, 25=poor, 50=fair, 75=good, 100=very good. These averages cannot be compared to results from patient satisfaction surveys other than those conducted by Press Ganey Associates, Inc. Kosair Children's Hospital is compared to the Press Ganey pediatric hospital inpatient average.(Press Ganey) inpatients high         89 89   86
Average overall satisfaction on a standard set of questions for emergency department patients. Ratings were 0=very poor, 25=poor, 50=fair, 75=good, 100=very good. These averages cannot be compared to results from patient satisfaction surveys other than those conducted by Press Ganey Associates, Inc. Kosair Children's Hospital is compared to a pediatric average in the Press Ganey database.(Press Ganey) emergency department high 84 91 82 89 86 87   84
Average overall satisfaction on a standard set of questions for outpatient (ambulatory) surgery patients. Ratings were 0=very poor, 25=poor, 50=fair, 75=good, 100=very good. These averages cannot be compared to results from patient satisfaction surveys other than those conducted by Press Ganey Associates, Inc.(Press Ganey) outpatient surgery high 95 94 94 94 92 94   92
HCAHPS - percent of inpatients who
Number of inpatients per 100 who responded with a 9 or 10 (out of 10) to ‘ What number would you use to rate this hospital during your stay?’. Response choices are 0 through 10, where 0 is the worst hospital possible and 10 is the best hospital possible. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) rated hospital a 9 or 10 (out of 10) during their stay high 69 85 68 64   71   70
Number of inpatients per 100 who responded 'Definitely yes' to 'Would you recommend this hospital to your friends and family?'. Response choices are: 'Definitely no', 'Probably no', 'Probably yes', 'Definitely yes'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) would definitely recommend hospital to family/friends high 69 88 70 70   74   72
HCAHPS - percent of inpatients who responded 'Always' to
Number of inpatients per 100 who responded 'Always' to three questions about communication with nurses. These questions include (1)'During this hospital stay, how often did nurses treat you with courtesy and respect?'; (2) 'During this hospital stay, how often did nurses listen carefully to you?'; and (3) 'During this hospital stay, how often did nurses explain things in a way you could understand?'. Calculated as the average number of respondents who answered 'Always' to the three questions divided by the average number of respondents who provided any response to the three questions. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about communication with nurses (average of three questions below) high 78 85 79 77   80   79
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did nurses treat you with courtesy and respect?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) nurses treat with courtesy/respect high 86 92 85 83   86    
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did nurses listen carefully to you?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) nurses listen carefully to you high 76 81 75 73   76    
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did nurses explain things in a way you could understand?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) nurses explain in way you understand high 73 81 76 75   76    
Number of inpatients per 100 who responded 'Always' to two questions about the responsiveness of hospital staff. These questions include (1) 'During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?'; (2) 'How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?'. Calculated as the average number of respondents who answered 'Always' to the two questions divided by the average number of respondents who provided any response to the two questions. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about responsiveness of hospital staff (avg. of two questions below) high 64 70 67 62   66   65
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) call button help as soon as you wanted it high 63 68 67 59   64    
Number of inpatients per 100 who responded 'Always' to 'How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) help toileting as soon as you wanted high 64 72 66 67   67    
Number of inpatients per 100 who responded 'Always' to three questions about communication with doctors. These questions include (1) 'During this hospital stay, how often did doctors treat you with courtesy and respect?'; (2) 'During this hospital stay, how often did doctors listen carefully to you?'; and (3) 'During this hospital stay, how often did doctors explain things in a way you could understand?'. Calculated as the average number of respondents who answered 'Always' to the three questions divided by the average number of respondents who provided any response to the three questions. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about communication with doctors (average of three questions below) high 79 86 82 84   83   81
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did doctors treat you with courtesy and respect?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) doctors treat with courtesy/respect high 87 91 89 89   89    
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did doctors listen carefully to you?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) doctors listen carefully to you high 77 84 81 82   81    
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did doctors explain things in a way you could understand?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) doctors explain in way you understand high 74 82 78 80   78    
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often were your room and bathroom kept clean?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) room and bathroom kept clean high 69 76 67 66   69   73
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often was the area around your room quiet at night?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) area around room quiet at night high 56 82 53 50   59   59
Number of inpatients per 100 who responded 'Always' to two questions about pain control. These questions include (1) 'During this hospital stay, how often was your pain well controlled?'; (2 'During this hospital stay, how often did the hospital staff do everything they could to help you with your pain?'. Calculated as the average number of respondents who answered 'Always' to the two questions divided by the average number of respondents who provided any response to the two questions. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about pain control (average of two questions below) high 72 79 72 73   74   71
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often was your pain well controlled?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) pain well controlled high 65 72 64 67   67    
Number of inpatients per 100 who responded 'Always' to 'During this hospital stay, how often did the hospital staff do everything they could to help you with your pain?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) staff do everything to help with pain high 78 86 80 79   81    
Number of inpatients per 100 who responded 'Always' to two questions concerning communication about medicines. These questions include (1) 'Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?'; (2) 'Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?'. Calculated as the average number of respondents who answered 'Always' to the two questions divided by the average number of respondents who provided any response to the two questions. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions concerning communication about medicines (avg of two questions below) high 63 69 65 64   65   63
Number of inpatients per 100 who responded 'Always' to 'Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) staff tell you what new medicine was for high 77 83 79 80   79    
Number of inpatients per 100 who responded 'Always' to 'Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?'. Response choices are: 'Never', 'Sometimes', 'Usually', 'Always'. Data is unadjusted.(Press Ganey) staff describe medicine side effect high 50 54 51 49   50    
HCAHPS - percent of inpatients who responded 'Yes' to
Number of inpatients per 100 who responded 'Yes' to two questions about discharge information. These questions include (1) 'During this hospital stay, did doctors, nurses or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?'; (2) 'During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?'. Calculated as the average number of respondents who answered 'Yes' to the two questions divided by the average number of respondents who provided any response to the two questions. Response choices are: 'Yes', 'No'. Data is adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about discharge information (average of two questions below) high 86 91 87 85   87   86
Number of inpatients per 100 who responded 'Yes' to 'During this hospital stay, did doctors, nurses or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?'. Response choices are: 'Yes', 'No'. Data is unadjusted.(Press Ganey) staff talk about having help after leaving hospital high 84 90 84 77   83    
Number of inpatients per 100 who responded 'Yes' to 'During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?'. Response choices are: 'Yes', 'No'. Data is unadjusted.(Press Ganey) received written info on symptoms/problems to look for high 89 92 90 93   91    

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