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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 68.2 37
Recommend the Hospital 73.1 52
Nurses Overall 72.4 11
Response of Hospital Staff 56.1 9
Doctors Overall 76.4 18
Pain Management 67.8 28
Discharge Information 86.3 47

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Good Samaritan Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 63.0 19
Recommend the Hospital 66.8 30
Nurses Overall 73.4 13
Response of Hospital Staff 56.8 11
Doctors Overall 73.9 10
Pain Management 66.0 19
Discharge Information 86.6 50

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Allenmore Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 66.7 31
Recommend the Hospital 66.9 30
Nurses Overall 73.3 13
Response of Hospital Staff 575.0 11
Doctors Overall 77.5 23
Pain Management 62.9 8
Discharge Information 89.4 78

*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Auburn Medical Center Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 46.6 1
Recommend the Hospital 45.3 1
Nurses Overall 66.7 2
Response of Hospital Staff 40.8 1
Doctors Overall 73.0 7
Pain Management 58.1 3
Discharge Information 84.8 35

*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 63.9 88.1 52
Nurses Overall 66.9 90.1 17
Physicians Overall 70.7 91.2 75
Instructions for Child's Home Care 62.3 89.2 37
How Well Child's Pain was Controlled 57.1 84.7 2
Room Cleanliness 62.3 88.2 52
Likelihood of Recommending 78.4 94.6 82

*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 59.9 83.5 28
Nurses Overall 65.2 85.6 27
Physicians Overall 63.8 84.7 36
Instructions for Home Care 56.1 80.1 14
How Well Your Pain was Controlled 50.4 76.7 27
Comfort of Waiting Area 41.3 76.0 19
Likelihood of Recommending 63.7 83.7 45

*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 56.4 81.6 17
Nurses Overall 62.1 85.4 26
Physicians Overall 63.3 84.4 34
Instructions for Home Care 51.5 80.3 15
How Well Your Pain was Controlled 43.9 72.7 10
Comfort of Waiting Area 32.8 71.9 9
Likelihood of Recommending 54.9 78.4 19

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Allenmore Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 62.9 84.8 38
Nurses Overall 68.8 88.4 52
Physicians Overall 68.9 87.7 63
Instructions for Home Care 61.6 84.8 48
How Well Your Pain was Controlled 56.3 80.8 53
Comfort of Waiting Area 47.0 77.3 24
Likelihood of Recommending 61.6 81.0 30

*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 54.0 80.6 13
Nurses Overall 57.8 83.0 12
Physicians Overall 59.1 83.6 27
Instructions for Home Care 51.5 81.3 20
How Well Your Pain was Controlled 50.5 76.4 25
Comfort of Waiting Area 38.3 73.8 14
Likelihood of Recommending 50.0 78.8 20

*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Covington Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 69.6 90.1 84
Nurses Overall 73.7 92.0 84
Physicians Overall 73.4 91.1 90
Instructions for Home Care 69.7 89.8 88
How Well Your Pain was Controlled 54.0 82.1 62
Comfort of Waiting Area 58.7 87.1 77
Likelihood of Recommending 77.2 92.8 96

*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 61.6 85.0 31
Nurses Overall 67.4 88.4 34
Physicians Overall 66.9 86.2 16
Instructions for Child's Home Care 61.2 84.7 18
How well Child's Pain was Controlled 58.3 82.4 34
Comfort of Waiting Area 55.8 84.0 71%
Likelihood of Recommending 72.5 87.2 44

*Hospital Compared Against National Press Ganey Pediatric Emergency Departments


Ambulatory Surgery
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 74.0 91.9 27
Nurses Overall 79.9 93.7 34
Physicians Overall 80.2 93.4 23
Concern for Privacy 70.6 91.4 25
Degree Pain was Controlled 74.5 91.7 24
Clenliness of Center 74.3 93.4 36
Likelihood of Recommending 80.9 94.5 31

*Hospital Compared Against National Press Ganey Adult Ambulatory Surgery Centers


Home Health
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 69.5 90.1 26
Nurses Overall 78.4 94.1 51
Staff Sensitivity to Pain You Had 67.3 90.6 17
Staff Concern for Your Safety 74.8 92.6 15
Likelihood of Recommending 78.5 93.5 41

*Hospital Compared Against National Press Ganey Home Health Agencies


Medical Practice
  Top Box Score Percentile Rank*
Overall Satisfaction 79.5 31
Overall Doctor Rating 78.4 20
Access to Care 57.5 26
Test Results 78.6 34
Physician Communication Quality 89.6 22
Office Staff Quality 93.5 53

*Hospital Compared Against National Press Ganey Medical Practice Clinics


Urgent Care
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 60.4 85.5 19

*Hospital Compared Against National Press Ganey Urgent Care Centers


Inpatient Rehab
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.9 90.2 69

*Hospital Compared Against National Press Ganey Inpatient Rehab Facilities


Outpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.9 91.5 17

*Hospital Compared Against National Press Ganey Outpatient Services

Current through 2nd quarter of 2014.