| 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 contractor, 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
- Ambulatory Surgery
- Emergency Department Services by Hospital
- Home Health
- Urgent Care
- Medical Practice
- Outpatient Services
How to Interpret the Scores
The Combined 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 Mean Score: Comparative Database is the average score that other Press Ganey clients received.
Data is updated on a quarterly basis. Data below is for 2nd Quarter 2011 (Apr - Jun).
| Tacoma General Hospital Inpatient Services |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
52.5 |
83.7 |
86.1 |
| Nurses Overall |
60.7 |
86.6 |
89.0 |
| Physicians Overall |
54.7 |
83.6 |
86.9 |
| Instructions for Home Care |
49.5 |
82.6 |
87.0 |
| How Well Your Pain was Controlled |
56.2 |
85.9 |
86.7 |
| Room Cleanliness |
54.7 |
86.7 |
86.0 |
| Likelihood of Recommending |
67.2 |
88.8 |
88.5 |
* National Press Ganey Adult Inpatient Facilities
| Good Samaritan Hospital Inpatient Services |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
51.8 |
83.9 |
86.1 |
| Nurses Overall |
58.0 |
86.1 |
89.0 |
| Physicians Overall |
50.8 |
82.6 |
86.9 |
| Instructions for Home Care |
51.6 |
83.4 |
87.0 |
| How Well Your Pain was Controlled |
53.9 |
85.6 |
86.7 |
| Room Cleanliness |
50.5 |
84.9 |
86.0 |
| Likelihood of Recommending |
61.8 |
86.0 |
88.5 |
* National Press Ganey Adult Inpatient Facilities
| Allenmore Hospital Inpatient Services |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
53.5 |
85.3 |
86.1 |
| Nurses Overall |
59.2 |
87.6 |
89.0 |
| Physicians Overall |
56.4 |
85.0 |
86.9 |
| Instructions for Home Care |
53.2 |
84.6 |
87.0 |
| How Well Your Pain was Controlled |
50.5 |
84.3 |
86.7 |
| Room Cleanliness |
52.8 |
86.1 |
86.0 |
| Likelihood of Recommending |
67.7 |
88.3 |
88.5 |
* National Press Ganey Adult Inpatient Facilities
| Mary Bridge Children's Hospital Inpatient Services |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
55.5 |
84.9 |
88.0 |
| Nurses Overall |
67.2 |
90.0 |
91.7 |
| Physicians Overall |
56.5 |
84.5 |
89.2 |
| Instructions for Child's Home Care |
57.3 |
87.4 |
89.8 |
| How Well Child's Pain was Controlled |
49.3 |
84.1 |
89.1 |
| Room Cleanliness |
65.5 |
89.8 |
88.3 |
| Likelihood of Recommending |
66.9 |
88.3 |
92.4 |
* National Press Ganey Pediatric Inpatient Facilities
| Tacoma General Hospital Emergency Department |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
60.5 |
84.3 |
84.8 |
| Nurses Overall |
63.6 |
86.0 |
87.0 |
| Physicians Overall |
63.2 |
83.9 |
85.2 |
| Information About Home Care |
60.6 |
84.1 |
84.4 |
| How Well Pain was Controlled |
50.5 |
78.0 |
79.1 |
| Comfort of Waiting Area |
50.5 |
81.9 |
80.4 |
| Likelihood of Recommending |
68.6 |
83.9 |
82.9 |
* National Press Ganey Adult Emergency Departments
| Good Samaritan Hospital Emergency Department |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
48.5 |
76.9 |
84.8 |
| Nurses Overall |
53.1 |
80.9 |
87.0 |
| Physicians Overall |
51.1 |
77.5 |
85.2 |
| Information About Home Care | 47.3 |
77.5 |
84.4 |
| How Well Pain was Controlled |
37.4 |
68.3 |
79.1 |
| Comfort of Waiting Area |
37.0 |
74.9 |
80.4 |
| Likelihood of Recommending |
45.9 |
71.8 |
82.9 |
* National Press Ganey Adult Emergency Departments
| Allenmore Hospital Emergency Department |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
63.7 |
84.4 |
84.8 |
| Nurses Overall |
66.5 |
86.3 |
87.0 |
| Physician Overall |
64.8 |
84.9 |
85.2 |
| How Well Pain wsd Controlled | 61.5 |
84.5 |
84.4 |
| Information About Home Care |
58.1 |
80.2 |
79.1 |
| Comfort of Waiting Area |
43.5 |
79.1 |
80.4 |
| Likelihood of Recommending |
66.2 |
84.8 |
82.9 |
* National Press Ganey Adult Emergency Departments
| Mary Bridge Children's Hospital Emergency Department |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
64.5 |
85.9 |
84.3 |
| Nurses Overall |
67.7 |
88.9 |
87.0 |
| Physician Overall |
69.2 |
87.4 |
87.0 |
| Information About Child's Home Care |
62.5 |
85.3 |
85.8 |
| How Well Child's Pain was Controlled |
52.8 |
79.9 |
81.3 |
| Comfort of Waiting Area |
70.2 |
88.8 |
79.9 |
| Likelihood of Recommending |
73.9 |
88.7 |
84.9 |
* National Press Ganey Pediatric Emergency Departments
| Ambulatory Surgery |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
66.4 |
89.2 |
92.2 |
| Nurses Overall |
70.2 |
90.3 |
93.6 |
| Physician Overall |
73.2 |
91.0 |
93.8 |
| Concern for Privacy |
66.4 |
89.8 |
91.8 |
| Degree Pain Was Controlled |
67.1 |
89.2 |
92.5 |
| Cleanliness of Center |
69.9 |
91.9 |
93.2 |
| Likelihood of Recommending |
77.2 |
92.4 |
94.5 |
* National Press Ganey Ambulatory Surgery Centers
| Home Health |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
64.6 |
87.3 |
90.7 |
| Nurses Overall |
73.5 |
91.7 |
93.3 |
| Staff Sensitivity to Pain you Had |
66.2 |
89.4 |
91.9 |
| Staff Concern for Your Safety |
73.4 |
92.1 |
93.9 |
| Likelihood of Recommending |
71.0 |
90.7 |
93.1 |
* National Press Ganey Home Health Agencies
| Medical Practice |
Combined Top Box | Mean Score: MultiCare | Mean Score: Comparative Database* |
| Overall Satisfaction |
67.6 |
88.8 |
90.0 |
The MultiCare Difference
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.
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.
MultiCare participates 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.
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