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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   88
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 82 89 79 86 86 86   85
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 93 94 93 94 92 93   93
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 are 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 65 87 68 66   72   72
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 are adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) would definitely recommend hospital to family/friends high 66 89 70 73   74   73
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 are 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 77 86 78 77   80   80
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 are unadjusted.(Press Ganey) nurses treat with courtesy/respect high 85 92 84 84   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 are unadjusted.(Press Ganey) nurses listen carefully to you high 74 83 76 74   77    
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 are unadjusted.(Press Ganey) nurses explain in way you understand high 72 82 75 76   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 are 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 61 69 71 63   66   67
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 are unadjusted.(Press Ganey) call button help as soon as you wanted it high 61 66 70 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 are unadjusted.(Press Ganey) help toileting as soon as you wanted high 62 73 72 68   69    
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 are 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 80 87 82 85   84   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 are unadjusted.(Press Ganey) doctors treat with courtesy/respect high 88 93 89 90   90    
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 are unadjusted.(Press Ganey) doctors listen carefully to you high 77 86 81 84   82    
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 are unadjusted.(Press Ganey) doctors explain in way you understand high 75 83 77 81   79    
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 are adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) room and bathroom kept clean high 64 76 69 65   68   74
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 are adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) area around room quiet at night high 57 80 53 57   61   60
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 are adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about pain control (average of two questions below) high 68 78 73 73   73   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 are unadjusted.(Press Ganey) pain well controlled high 61 72 66 66   66    
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 are unadjusted.(Press Ganey) staff do everything to help with pain high 75 85 80 80   80    
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 are 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 61 69 62 65   64   64
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 are unadjusted.(Press Ganey) staff tell you what new medicine was for high 76 83 77 81   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 are unadjusted.(Press Ganey) staff describe medicine side effect high 46 55 47 50   49    
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 are adjusted based on the patient mix risk-adjustment model published by CMS.(Press Ganey) questions about discharge information (average of two questions below) high 87 93 88 86   88   87
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 are unadjusted.(Press Ganey) staff talk about having help after leaving hospital high 84 92 86 78   85    
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 are unadjusted.(Press Ganey) received written info on symptoms/problems to look for high 90 95 91 93   92    

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