Patient Satisfaction
We care about the experience our patients have when they stay at any of our hospitals. That’s why we routinely survey patients after they return home. We then use this information to identify areas where we are doing well and areas where we can improve. We participate in the national Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey so that we can measure care in a standardized, consistent way. Surveys are offered in multiple languages and results are reported based on 12 months of hospital data. The areas being measured are:
- Overall rating of hospital
- Willingness to recommend this hospital
- Communication with nurses
- Communication with doctors
- Responsiveness of hospital staff
- Pain management
- Communication about medicines
- Discharge information
- Cleanliness of hospital environment
- Quietness of hospital environment
Overall rating of hospital
After answering all other questions on the survey, patients answered a separate question that asked for an overall rating of the hospital. Ratings were on a scale from 0 to 10, where “0” means “worst hospital possible and “10” means “best hospital possible.” The graphs below tell the percent of patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest).
Willingness to Recommend this hospital
The survey asked patients whether they would recommend the hospital to their friends and family. The graphs below tell the percent of patients who reported YES, they would definitely recommend the hospital.
Communication with Nurses
Patients reported how often their nurses communicated well with them during their hospital stay. “Communicated well” means nurses explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect. The graphs below tell the percent of patients who reported that their nurses “always” communicated well.
Communication with Doctors
Patients reported how often their doctors communicated well with them during their hospital stay. “Communicated well” means doctors explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect. The graphs below tell the percent of patients who reported that their doctors “always” communicated well.
Responsiveness of hospital staff
Patients reported how often they were helped quickly when they used the call button or needed help in getting to the bathroom or using a bedpan. The graphs below tell the percent of patients who reported that they “always” received help as soon as they wanted.
Pain management
If patients needed medicine for pain during their hospital stay, the survey asked how often their pain was well controlled. “Well controlled” means that their pain was well controlled and that the hospital staff did everything they could to help the patients with their pain. The graphs below tell the percent of patients who reported that their pain was “always” well controlled.
Communication about medicines
If patients were given medicine that they had not taken before, the survey asked how often staff explained about the medicine. “Explained” means that hospital staff told what the medicine was for and what the side effects the medicine might have before they gave it to the patient. The graphs below tell the percent of patients who reported that staff “always” explained about medicines before giving them to them.
Discharge information
The survey asked patients about information they were given when they were ready to leave the hospital. Patients reported whether hospital staff had discussed the help they would need at home. Patients also reported whether they were given written information about symptoms or health problems to watch for during their recovery. The graphs below tell the percent of patients who reported that YES, they were given information about what to do during their recovery at home.
Cleanliness of hospital environment
Patients reported how clean their hospital room and bathroom were kept. The graphs below tell the percent of patients who reported that their room and bathroom were “always” clean.
Quietness of hospital environment
Patients reported how often the area around their room was quiet at night. The graphs below tell the percent of patients who reported that the area around their room was "always" quiet at night.
What we are doing to improve your experience:
Our goal is to provide our patients and families with the ideal experience. In 2008 we launched a program called The MultiCare Difference to enhance our culture of service. Every staff member, from physicians to support staff, participated fully in this initiative.We will continue to work every day to earn the trust of our patients and families, and to give them the support they need and deserve while receiving care from us.