Patient satisfaction

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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.)

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. Because the HCAHPS data are currently unadjusted, we are not performing any significance testing to compare the performance of our hospitals to the U.S. average. All of our HCAHPS results will appear in italics below. Once CMS publicizes their risk adjustment model, we will show our adjusted statistics and any color-coded results of significance testing.

Click on the indicator description or on the results to obtain the full report.

Key

better than U.S. average near U.S. average worse than U.S. average # = too few eligible cases to calculate a reliable statistic
blank = does not apply
italic number = no comparative data
  Desired Performance Norton Audubon Norton Hospital Norton Suburban Kosair Children's Kentucky U.S.
Average overall patient satisfaction
inpatients high 84 85 85 86   84
emergency department high 84 79 81 79   82
outpatient surgery high 93 91 92 92   91
outpatients high 91 91 92 89   91
  Desired Performance Norton Audubon Norton Hospital Norton Suburban Kosair Children's Kentucky U.S.
HCAHPS - percent of inpatients who
rated hospital a 9 or 10 (out of 10) during their stay  high 60 62 64     63
would definitely recommend hospital to family/friends high 59 67 69     67
  Desired Performance Norton Audubon Norton Hospital Norton Suburban Kosair Children's Kentucky U.S.
HCAHPS - percent of inpatients who responded "Always" to
questions about communication with nurses (average of three questions below) high 71 72 74     73
nurses treat with courtesy/respect high 79 78 79     81
nurses listen carefully to you high 69 69 70     69
nurses explain in way you understand high 65 70 73     69
questions about responsiveness of hospital staff (average of two questions below high 50 64 63     59
call button help as soon as you wanted it high 46 61 56     58
help toileting as soon as you wanted high 54 68 69     61
questions about communication with doctors (average of three questions below) high 75 82 83     79
doctors treat with courtesy/respect high 83 87 88     86
doctors listen carefully to you high 73 81 82     77
doctors explain in way you understand high 69 76 80     73
room and bathroom kept clean high 62 63 60     68
area around room quiet at night high 49 47 52     52
questions about pain control (average of two questions below) high 65 68 70     68
pain well controlled high 60 60 62     61
staff do everything to help with pain high 70 76 77     75
questions concerning communication about medicines (average of two questions bel high 55 60 61     57
staff tell you what new medicine was for high 66 74 76     70
staff describe medicine side effect high 43 47 47     44
  Desired Performance Norton Audubon Norton Hospital Norton Suburban Kosair Children's Kentucky U.S.
HCAHPS - percent of inpatients who responded "Yes" to
questions about discharge information (average of two questions below) high 77 84 79     79
staff talk about having help after leaving hospital high 76 81 68     77
received written info on symptoms/problems to look for high 78 87 91     80

View questions and answers related to Norton Healthcare's patient satisfaction scores.

For more information about Norton Healthcare's Quality Report please email us at quality@nortonhealthcare.org.
View the Quality Report Disclaimer.