| 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 | 55.6 | 84.9 | 25% |
| Nurses Overall | 63.8 | 88.0 | 22% |
| Physicians Overall | 57.2 | 85.0 | 20% |
| Instructions for Home Care | 56.0 | 84.4 | 12% |
| How Well Your Pain was Controlled | 58.9 | 86.6 | 39% |
| Room Cleanliness | 56.5 | 87.1 | 55% |
| Likelihood of Recommending | 68.3 | 89.0 | 45% |
*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 | 57.5 | 85.8 | 35% |
| Nurses Overall | 63.8 | 88.1 | 23% |
| Physicians Overall | 55.5 | 84.1 | 14% |
| Instructions for Home Care | 59.4 | 86.1 | 27% |
| How Well Your Pain was Controlled | 57.1 | 86.0 | 31% |
| Room Cleanliness | 62.1 | 89.0 | 70% |
| Likelihood of Recommending | 68.6 | 88.6 | 41% |
*Hospital Compared Against National Press Ganey Adult Inpatient Facilities
| MultiCare Allenmore Hospital Inpatient Services | |||
| Top Box Score | Mean Score: MultiCare | Percentile Rank* | |
| Overall Satisfaction | 61.1 | 87.9 | 68% |
| Nurses Overall | 68.4 | 90.6 | 60% |
| Physicians Overall | 59.2 | 85.8 | 28% |
| Instructions for Home Care | 60.5 | 87.7 | 48% |
| How Well Your Pain was Controlled | 60.0 | 87.7 | 57% |
| Room Cleanliness | 64.9 | 90.1 | 80% |
| Likelihood of Recommending | 75.0 | 91.9 | 75% |
*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 | 62.2 | 87.0 | 35% |
| Nurses Overall | 75.3 | 92.1 | 55% |
| Physicians Overall | 65.3 | 88.2 | 37% |
| Instructions for Child's Home Care | 62.2 | 87.8 | 21% |
| How Well Child's Pain was Controlled | 62.5 | 88.1 | 39% |
| Room Cleanliness | 60.1 | 87.6 | 44% |
| Likelihood of Recommending | 77.2 | 92.5 | 52% |
*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 | 62.7 | 85.0 | 47% |
| Nurses Overall | 64.7 | 86.3 | 39% |
| Physicians Overall | 66.0 | 86.2 | 56% |
| Instructions for Home Care | 58.7 | 83.4 | 40% |
| How Well Your Pain was Controlled | 51.3 | 77.7 | 38% |
| Comfort of Waiting Area | 53.2 | 82.7 | 58% |
| Likelihood of Recommending | 67.7 | 85.3 | 63% |
*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 | 56.8 | 82.8 | 27% |
| Nurses Overall | 61.3 | 85.8 | 34% |
| Physicians Overall | 59.2 | 82.5 | 24% |
| Instructions for Home Care | 52.5 | 80.1 | 16% |
| How Well Your Pain was Controlled | 47.5 | 75.6 | 25% |
| Comfort of Waiting Area | 42.2 | 78.5 | 34% |
| Likelihood of Recommending | 58.3 | 80.3 | 30% |
*Hospital Compared Against National Press Ganey Adult Emergency Departments
| MultiCare Allenmore Hospital Emergency Department | |||
| Top Box Score | Mean Score: MultiCare | Percentile Rank* | |
| Overall Satisfaction | 68.0 | 87.3 | 70% |
| Nurses Overall | 72.4 | 88.7 | 63% |
| Physicians Overall | 70.6 | 87.5 | 69% |
| Instructions for Home Care | 65.0 | 85.9 | 65% |
| How Well Your Pain was Controlled | 58.9 | 79.9 | 54% |
| Comfort of Waiting Area | 48.9 | 82.4 | 56% |
| Likelihood of Recommending | 74.0 | 88.0 | 80% |
*Hospital Compared Against National Press Ganey Adult Emergency Departments
| MultiCare Covington Emergency Department | |||
| Top Box Score | Mean Score: MultiCare | Percentile Rank* | |
| Overall Satisfaction | 70.6 | 88.8 | 82% |
| Nurses Overall | 73.7 | 90.4 | 78% |
| Physicians Overall | 71.3 | 88.7 | 80% |
| Instructions for Home Care | 65.4 | 87.1 | 75% |
| How Well Your Pain was Controlled | 57.4 | 81.6 | 67% |
| Comfort of Waiting Area | 69.0 | 89.8 | 93% |
| Likelihood of Recommending | 74.8 | 87.3 | 76% |
*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 | 64.8 | 85.9 | 39% |
| Nurses Overall | 68.3 | 88.8 | 42% |
| Physicians Overall | 67.5 | 85.0 | 8% |
| Instructions for Child's Home Care | 63.0 | 84.7 | 22% |
| How well Child's Pain was Controlled | 55.8 | 79.8 | 17% |
| Comfort of Waiting Area | 63.3 | 88.3 | 75% |
| Likelihood of Recommending | 73.7 | 86.9 | 39% |
*Hospital Compared Against National Press Ganey Pediatric Emergency Departments
| Ambulatory Surgery | |||
| Top Box Score | Mean Score: MultiCare | Percentile Rank* | |
| Overall Satisfaction | 70.7 | 90.7 | 15% |
| Nurses Overall | 75.5 | 92.1 | 16% |
| Physicians Overall | 79.1 | 93.1 | 25% |
| Concern for Privacy | 66.5 | 90.3 | 18% |
| Degree Pain was Controlled | 72.1 | 91.4 | 22% |
| Clenliness of Center | 71.8 | 92.1 | 22% |
| Likelihood of Recommending | 77.8 | 92.5 | 15% |
*Hospital Compared Against National Press Ganey Adult Ambulatory Surgery Centers
| Home Health | |||
| Top Box Score | Mean Score: MultiCare | Percentile Rank* | |
| Overall Satisfaction | 62.8 | 88.0 | 11% |
| Nurses Overall | 72.0 | 91.8 | 14% |
| Staff Sensitivity to Pain You Had | 57.7 | 87.4 | 3% |
| Staff Concern for Your Safety | 68.2 | 91.2 | 8% |
| Likelihood of Recommending | 71.0 | 91.2 | 15% |
*Hospital Compared Against National Press Ganey Home Health Agencies
| Medical Practice | |||
| Top Box Score | Mean Score: MultiCare | Percentile Rank* | |
| Overall Satisfaction | 69.8 | 89.6 | 33% |
*Hospital Compared Against National Press Ganey Medical Practice Clinics
Data is current through 3rd quarter 2012. Updated 12/17/2012
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.