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Patient Satisfaction

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Committed to Quality Care and an Ideal Patient Experience

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.


How to Interpret the Scores

  • The Top Box score is the percent of times a patient rated our services "Very Good" or "Always."
  • 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 Percentile Rank*
Rate Hospital 0-10 69.0 44%
Recommend the Hospital 73.0 53%
Nurses Overall 74.4 18%
Response of Hospital Staff 54.2 9%
Doctors Overall 76.9 20%
Pain Management 67.8 25%
Discharge Information 88.0 68%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Good Samaritan Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 72.1 56%
Recommend the Hospital 74.4 58%
Nurses Overall 75.9 25%
Response of Hospital Staff 61.3 31%
Doctors Overall 77.1 21%
Pain Management 69.3 34%
Discharge Information 87.3 62%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Allenmore Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 73.5 63%
Recommend the Hospital 76.5 66%
Nurses Overall 77.8 39%
Response of Hospital Staff 55.2 11%
Doctors Overall 82.5 63%
Pain Management 69.5 35%
Discharge Information 92.3 93%

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Auburn Medical Center Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 48.9 2%
Recommend the Hospital 54.0 6%
Nurses Overall 70.3 7%
Response of Hospital Staff 46.6 2%
Doctors Overall 75.6 14%
Pain Management 64.7 14%
Discharge Information 85.5 44%

*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 62.1 87.4 39%
Nurses Overall 69.9 91.5 35%
Physicians Overall 67.2 89.4 56%
Instructions for Child's Home Care 73.3 90.0 54%
How Well Child's Pain was Controlled 61.4 85.5 7%
Room Cleanliness 65.6 90.2 75%
Likelihood of Recommending 80.0 92.9 69%

*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 58.7 82.0 17%
Nurses Overall 59.5 83.0 11%
Physicians Overall 60.4 83.1 19%
Instructions for Home Care 51.8 78.7 7%
How Well Your Pain was Controlled 51.3 76.5 23%
Comfort of Waiting Area 40.0 76.7 21%
Likelihood of Recommending 60.3 80.0 21%

*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 61.6 84.0 28%
Nurses Overall 66.5 87.1 37%
Physicians Overall 66.1 86.9 54%
Instructions for Home Care 57.3 82.7 27%
How Well Your Pain was Controlled 47.7 74.8 14%
Comfort of Waiting Area 42.4 76.1 19%
Likelihood of Recommending 61.2 80.2 22%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Allenmore Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 68.1 87.9 63%
Nurses Overall 73.1 89.4 59%
Physicians Overall 74.5 89.1 74%
Instructions for Home Care 64.8 86.9 64%
How Well Your Pain was Controlled 51.9 79.1 39%
Comfort of Waiting Area 50.0 82.2 46%
Likelihood of Recommending 74.0 87.6 69%

*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 52.2 77.7 4%
Nurses Overall 55.6 81.8 7%
Physicians Overall 58.8 81.4 11%
Instructions for Home Care 53.3 78.0 5%
How Well Your Pain was Controlled 45.6 71.2 6%
Comfort of Waiting Area 32.8 69.8 5%
Likelihood of Recommending 49.0 71.5 3%

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Covington Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 70.0 90.3 85%
Nurses Overall 72.7 91.5 79%
Physicians Overall 71.6 90.5 86%
Instructions for Home Care 65.4 87.9 74%
How Well Your Pain was Controlled 55.0 84.3 76%
Comfort of Waiting Area 67.7 90.4 92%
Likelihood of Recommending 77.8 92.4 94%

*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 68.2 87.5 58%
Nurses Overall 76.5 92.1 73%
Physicians Overall 70.6 87.9 38%
Instructions for Child's Home Care 67.4 86.9 43%
How well Child's Pain was Controlled 58.1 83.4 41%
Comfort of Waiting Area 63.4 87.5 71%
Likelihood of Recommending 74.0 88.7 61%

*Hospital Compared Against National Press Ganey Pediatric Emergency Departments


Ambulatory Surgery
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.0 91.2 17%
Nurses Overall 77.4 93.2 23%
Physicians Overall 77.4 92.6 14%
Concern for Privacy 75.6 91.4 26%
Degree Pain was Controlled 81.5 93.3 49%
Clenliness of Center 69.3 93.5 40%
Likelihood of Recommending 77.5 93.7 21%

*Hospital Compared Against National Press Ganey Adult Ambulatory Surgery Centers


Home Health
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 65.4 88.8 11%
Nurses Overall 71.7 91.9 13%
Staff Sensitivity to Pain You Had 65.6 89.8 9%
Staff Concern for Your Safety 77.6 94.0 37%
Likelihood of Recommending 74.0 92.5 23%

*Hospital Compared Against National Press Ganey Home Health Agencies


Medical Practice
  Top Box Score Percentile Rank*
Overall Satisfaction 79.7 33%
Overall Doctor Rating 78.7 22%
Access to Care 57.8 31%
Test Results 78.9 39%
Physician Communication Quality 90.1 26%
Office Staff Quality 92.9 49%

*Hospital Compared Against National Press Ganey Medical Practice Clinics


Urgent Care
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 56.0 83.1 7%

*Hospital Compared Against National Press Ganey Urgent Care Centers


Inpatient Rehab
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 67.4 88.2 43%

*Hospital Compared Against National Press Ganey Inpatient Rehab Facilities


Outpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 75.0 92.2 24%

*Hospital Compared Against National Press Ganey Outpatient Services

Current through 1st quarter of 2014.