MultiCare Health System

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Quality Report Card

Patient Satisfaction

At MultiCare, we are committed to providing quality care and an ideal patient experience. To learn how we are meeting patients' needs, we routinely survey our patients after they have received care at our hospitals and outpatient clinics.

Surveys are sent out weekly by our survey partner, Press Ganey, a leader in patient satisfaction surveys. The data is aggregated and returned to MultiCare. We use this data to learn how to improve our processes and provide the best care possible.

The areas where patient satisfaction data is being measured include:

  • Inpatient Services by Hospital
  • Emergency Department Services by Hospital
  • Ambulatory Surgery
  • Home Health
  • Medical Practice


How to Interpret the Scores

The Top Box score is the percent of times a patient rated our services "Very Good" or "Good."

The Mean Score: MultiCare is the average score that MultiCare received on that measure.

The Percentile Rank shows how the facility ranks compared to similar facilities nationwide.




MultiCare Tacoma General Hospital Inpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 57 85.2 23%
Nurses Overall 63.1 87.4 15%
Physicians Overall 58.4 84.9 15%
Instructions for Home Care 55.2 84.8 12%
How Well Your Pain was Controlled 57.5 86.7 36%
Room Cleanliness 55.7 86.2 37%
Likelihood of Recommending 68.8 88.2 34%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Good Samaritan Hospital Inpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 57.3 85.8 29%
Nurses Overall 64.2 88.3 29%
Physicians Overall 57.5 84.8 14%
Instructions for Home Care 61.1 86.8 30%
How Well Your Pain was Controlled 56.8 86.1 27%
Room Cleanliness 52.5 85.6 31%
Likelihood of Recommending 69.3 89.2 42%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Allenmore Hospital Inpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 59.7 87.4 52%
Nurses Overall 64.7 88.3 52%
Physicians Overall 65.4 88.3 54%
Instructions for Home Care 60.0 87.5 38%
How Well Your Pain was Controlled 59.7 85.8 24%
Room Cleanliness 57.4 86.2 37%
Likelihood of Recommending 66.4 87.7 30%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Auburn Medical Center Inpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 41.2 78.1 1%
Nurses Overall 44.2 79.3 1%
Physicians Overall 44.5 80.0 1%
Instructions for Home Care 45.0 80.4 2%
How Well Your Pain was Controlled 43.7 77.8 1%
Room Cleanliness 43.1 79.2 3%
Likelihood of Recommending 40.3 73.3 1%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Mary Bridge Children's Hospital Inpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 64.4 88.8 54%
Nurses Overall 82.5 94.7 83%
Physicians Overall 66.5 89.6 52%
Instructions for Child's Home Care 67.6 89.9 52%
How Well Child's Pain was Controlled 74.3 92.1 83%
Room Cleanliness 67.6 89.2 63%
Likelihood of Recommending 84.2 94.1 71%

*Hospital Compared Against National Press Ganey Pediatric Inpatient Facilities


MultiCare Tacoma General Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 62.6 84.0 29%
Nurses Overall 66.8 86.4 30%
Physicians Overall 66.5 85.9 43%
Instructions for Home Care 59.1 81.6 21%
How Well Your Pain was Controlled 52.0 76.2 22%
Comfort of Waiting Area 43.0 75.9 15%
Likelihood of Recommending 64.2 81.0 27%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Good Samaritan Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 57.7 82.1 17%
Nurses Overall 64.2 86.7 33%
Physicians Overall 63.1 84.0 29%
Instructions for Home Care 53.8 82.0 23%
How Well Your Pain was Controlled 47.6 74.9 16%
Comfort of Waiting Area 38.5 75.1 13%
Likelihood of Recommending 57.9 77.8 13%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Allenmore Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 67.7 89.2 77%
Nurses Overall 70.9 90.2 68%
Physicians Overall 72.4 90.8 87%
Instructions for Home Care 64.7 87.5 72%
How Well Your Pain was Controlled 61.7 85.2 72%
Comfort of Waiting Area 52.6 84.4 58%
Likelihood of Recommending 73.3 90.2 85%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Auburn Medical Center Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 52.6 79.7 7%
Nurses Overall 59.1 83.4 11%
Physicians Overall 60.0 82.9 21%
Instructions for Home Care 53.0 82.4 26%
How Well Your Pain was Controlled 44.1 74.4 14%
Comfort of Waiting Area 35.2 73.9 10%
Likelihood of Recommending 51.0 74.3 6%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Covington Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 73.6 90.2 84%
Nurses Overall 75.0 91.6 81%
Physicians Overall 74.7 89.6 79%
Instructions for Home Care 71.2 89.1 84%
How Well Your Pain was Controlled 64.0 85.7 85%
Comfort of Waiting Area 71.3 91.3 75%
Likelihood of Recommending 75.6 88.5 75%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Mary Bridge Children's Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 66.1 87.0 46%
Nurses Overall 72.5 90.8 59%
Physicians Overall 69.4 86.2 14%
Instructions for Child's Home Care 68.5 87.6 45%
How well Child's Pain was Controlled 61.6 84.9 55%
Comfort of Waiting Area 62.7 88.2 71%
Likelihood of Recommending 71.7 89.0 58%

*Hospital Compared Against National Press Ganey Pediatric Emergency Departments


Ambulatory Surgery
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 68.9 90.2 10%
Nurses Overall 74.7 92.1 15%
Physicians Overall 74.2 91.8 9%
Concern for Privacy 62.2 89.1 8%
Degree Pain was Controlled 72.3 91.4 21%
Clenliness of Center 71.1 91.7 16%
Likelihood of Recommending 75.9 91.6 9%

*Hospital Compared Against National Press Ganey Adult Ambulatory Surgery Centers


Home Health
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 64.4 87.4 6%
Nurses Overall 73.7 90.9 6%
Staff Sensitivity to Pain You Had 67.4 90.5 18%
Staff Concern for Your Safety 71.4 91.7 10%
Likelihood of Recommending 72.4 91.0 13%

*Hospital Compared Against National Press Ganey Home Health Agencies


Medical Practice
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.1 90.4 38%

*Hospital Compared Against National Press Ganey Medical Practice Clinics


Urgent Care
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 56.9 84.3 8%

*Hospital Compared Against National Press Ganey Urgent Care Centers


Inpatient Rehab
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.1 91.6 83%

*Hospital Compared Against National Press Ganey Inpatient Rehab Facilities


Outpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 74.1 91.8 21%

*Hospital Compared Against National Press Ganey Outpatient Services


Current through 4rd quarter of 2013. Updated 4/16/2014