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Patient Satisfaction Q & A

  1. Why do we measure patient satisfaction? 
  2. How do we measure patient satisfaction?
  3. What kinds of questions are included in the surveys?
  4. Why have we decided to post our scores on Norton Healthcare Quality Report?
  5. How are we displaying our scores?
  6. What if I have a question or comment about a recent experience at a Norton Healthcare hospital, physician office, cancer specialty office or Norton Immediate Care Center?
  7. What if I have a question about Press Ganey Associates or the methods used to compile and report Norton Healthcare's patient satisfaction results?

1. Why do we measure patient satisfaction?
 

Norton Healthcare is committed to providing the highest quality of care possible to our patients. Listening to our patients' feedback is our most valuable way to know what we are doing well - and to help us identify areas where we need to improve.

2. How do we measure patient satisfaction?

 

Norton Healthcare uses an external company, Press Ganey Associates, to conduct a random sampling of our patients after their hospital stay/visit. Press Ganey is the health care industry's leading independent vendor of satisfaction measurement and improvement services. Press Ganey provides us results for our inpatient care, emergency department care, outpatient surgery care, and outpatient tests/treatment care. Our results are then benchmarked against other hospitals in the Press Ganey database. Norton Audubon Hospital, Norton Hospital and Norton Suburban Hospital are compared with other hospitals in Press Ganey's large hospitals database (945 hospitals). Kosair Children's Hospital is compared with facilities in the pediatric database (52 facilities). Our hospital-specific scores - displayed here as a mean score for each service - allow us to gauge our current performance and then track improvement over time.

3. What kinds of questions are included in the surveys?
 

The surveys, using a 1 - 5 scale, ask patients to rate their satisfaction with such areas as the admission/registration process, facilities, food, interactions with nurses and physicians, discharge process, personal issues, overall assessment of the care provided, and other services. Patients choose a rating of very good, good, fair, poor and very poor. The ratings are converted to a score (very good = 100, good = 75, fair = 50, poor = 25, very poor = 0). The scores for all the questions are combined to calculate an average overall score for each patient. These overall scores are then combined to create a mean (average) score for each service at each hospital.

4. Why have we decided to post our scores on Norton Healthcare Quality Report?
 

Norton Healthcare is now one of the few health care organizations nationally to post its patient satisfaction scores online. We view this as a natural next step for our organization to be both transparent and accountable to the community we serve, much as we already are with the posting of our clinical quality/patient safety and financial results. Given the great importance our organization places on improving the patient experience at our hospitals, we believe it is very important to share our results with those we serve.

5. How are we displaying our scores?
 

Each hospital's results for each service category are compared to the national average with performance rated as green (better than U.S. average), beige (near the U.S. average) and red (worse than the U.S. average). Like the rest of the interactive Norton Healthcare Quality Report, "pop-up" boxes provide more information about the patient satisfaction indicators, why they're important, how the results were compiled, plans for improvement and other details.

6. What if I have a question or comment about a recent experience at a Norton Healthcare hospital, physician office, cancer specialty office or Norton Immediate Care Center?
 

Norton Healthcare cares about your comments. Let us know your thoughts and whether you would like to be contacted. We have established an online comments form available on the Norton Healthcare Web site (Locations). We will send your comments to the appropriate administration office for review and consideration.

7. What if I have a question about Press Ganey Associates or the methods used to compile and report Norton Healthcare's patient satisfaction results?
 

We have established a dedicated e-mail address that is answered by our Quality Report team. Any questions related to a specific indicator or score can be sent to: quality@nortonhealthcare.org.

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