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Patient Satisfaction

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 68.8 33
Recommend the Hospital 73.8 50
Nurses Overall 73.1 8
Response of Hospital Staff 57.8 10
Doctors Overall 80.2 42
Pain Management 66.3 17
Discharge Information 87.5 49

*Compared Against National Press Ganey Adult Inpatient Facilities

MultiCare Good Samaritan Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 63.4 14
Recommend the Hospital 66.5 25
Nurses Overall 74.6 12
Response of Hospital Staff 57.7 10
Doctors Overall 74.7 9
Pain Management 63.7 9
Discharge Information 86.6 39

*Compared Against National Press Ganey Adult Inpatient Facilities

MultiCare Allenmore Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 71.6 45
Recommend the Hospital 69.3 34
Nurses Overall 78.2 33
Response of Hospital Staff 61.3 21
Doctors Overall 82.5 61
Pain Management 69.2 34
Discharge Information 88.9 65

*Compared Against National Press Ganey Adult Inpatient Facilities

MultiCare Auburn Medical Center Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 51.4 1
Recommend the Hospital 50.0 2
Nurses Overall 71.6 5
Response of Hospital Staff 51.3 3
Doctors Overall 75.0 10
Pain Management 64.3 11
Discharge Information 86.8 42

*Compared Against National Press Ganey Adult Inpatient Facilities

Mary Bridge Children's Hospital Inpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 74.8 91.0 91
Room Cleanliness 84.2 95.3 96
Nurses Overall 83.2 94.5 85
Physicians Overall 78.0 92.6 89
Instructions for Child's Home Care 74.2 92.7 87
How Well Child's Pain was Controlled 78.9 92.8 90
Likelihood of Recommending 86.2 93.4 73

*Compared Against National Press Ganey Pediatric Inpatient Facilities

MultiCare Tacoma General Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 59.6 85.9 46
Comfort of Waiting Area 42.1 75.5 19
Nurses Overall 64.8 88.3 48
Physicians Overall 67.2 88.9 73
How Well Your Pain was Controlled 46.5 78.0 37
Instructions for Home Care 55.0 82.8 31
Likelihood of Recommending 58.6 84.2 49

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Good Samaritan Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 64.0 86.5 51
Comfort of Waiting Area 42.4 77.9 28
Nurses Overall 68.4 88.8 53
Physicians Overall 68.6 87.6 62
How Well Your Pain was Controlled 49.5 78.3 38
Instructions for Home Care 62.4 84.1 42
Likelihood of Recommending 65.4 85.1 55

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Allenmore Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 59.5 85.8 45
Comfort of Wating Area 34.6 77.6 27
Nurses Overall 64.4 87.7 43
Physicians Overall 69.8 88.0 66
How Well Your Pain was Controlled 45.7 80.1 50
Instructions for Home Care 60.8 86.0 60
Likelihood of Recommending 65.7 86.1 61

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Auburn Medical Center Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 52.9 82.3 20
Comfort of Waiting Area 31.6 76.2 13
Nurses Overall 55.2 83.8 16
Physicians Overall 58.2 85.5 42
How Well Your Pain was Controlled 41.7 75.8 23
Instructions for Home Care 55.2 83.3 35
Likelihood of Recommending 56.2 80.7 28

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Covington Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 66.0 86.8 53
Comfort of Waiting Area 52.9 81.5 44
Nurses Overall 71.8 89.8 61
Physicians Overall 66.3 87.4 60
How Well Your Pain was Controlled 58.7 82.1 64
Instructions for Home Care 63.0 85.5 55
Likelihood of Recommending 67.6 86.0 60

*Compared Against National Press Ganey Adult Emergency Departments

Mary Bridge Children's Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 71.7 89.8 87
Comfort of Waiting Area 62.6 88.2 89
Nurses Overall 74.6 92.1 86
Physicians Overall 79.7 92.1 89
Likelihood of Recommending 77.7 90.5 85
Instructions for Child's Home Care 71.7 89.5 86
How Well Your Child's Pain was Controlled 64.5 87.3 85

*Compared Against National Press Ganey Pediatric Emergency Departments

Ambulatory Surgery
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 73.1 91.7 23
Nurses Overall 77.5 93.4 23
Physicians Overall 79.9 93.8 28
Cleanliness of Center 73.6 92.9 28
Likelihood of Recommending 79.4 93.8 23
Concern for Privacy 72.4 92.1 30
Degree Pain was Controlled 75.5 92.6 35

*Compared Against National Press Ganey Adult Ambulatory Surgery Centers

Home Health
  Top Box Score Percentile Rank*
Rate Agency 0-10 79.2 10
Recommend this Agency 73.2 10
Explain in Way You Understand 76.9 6
Listen Carefully to You 78.3 6
Treat You With Courtesy/Respect 89.2 5

*Compared Against National Press Ganey Home Health Agencies

Medical Practice
  Top Box Score Percentile Rank*
Overall Satisfaction 83.7 39
Overall Doctor Rating 81.3 25
Access to Care 76.8 35
Test Results 75.4 54
Physician Communication Quality 90.5 25
Office Staff Quality 94.4 57

*Compared Against National Press Ganey Medical Practice Clinics

Urgent Care
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 61.0 85.9 22

*Compared Against National Press Ganey Urgent Care Centers

Inpatient Rehab
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.6 90.2 65

*Compared Against National Press Ganey Inpatient Rehab Facilities

Outpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 76.0 92.6 34

*Compared Against National Press Ganey Outpatient Services

Current through 2nd quarter of 2016.