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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 63.8 17
Recommend the Hospital 68.3 31
Nurses Overall 71.1 5
Response of Hospital Staff 51.2 2
Doctors Overall 76.5 17
Pain Management 62.3 5
Discharge Information 85.8 34


*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Good Samaritan Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 63.8 17
Recommend the Hospital 68.0 30
Nurses Overall 74.1 11
Response of Hospital Staff 53.8 3
Doctors Overall 73.7 6
Pain Management 66.0 15
Discharge Information 85.6 32


*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Allenmore Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 67.1 28
Recommend the Hospital 70.0 37
Nurses Overall 75.0 15
Response of Hospital Staff 57.2 9
Doctors Overall 79.9 40
Pain Management 69.3 34
Discharge Information 89.1 70


*Hospital Compared Against National Press Ganey Adult Inpatient Facilities


MultiCare Auburn Medical Center Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 50.3 1
Recommend the Hospital 53.2 4
Nurses Overall 67.6 2
Response of Hospital Staff 45.2 1
Doctors Overall 70.4 2
Pain Management 60.1 3
Discharge Information 86.5 42


*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 61.2 87.7 49
Nurses Overall 75.2 92.8 56
Physicians Overall 65.2 89.7 57
Instructions for Child's Home Care 64.4 89.0 30
How Well Child's Pain was Controlled 61.1 88.0 31
Room Cleanliness 69.5 90.3 71
Likelihood of Recommending 76.3 93.6 76


*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 60.4 83.0 21
Nurses Overall 67.6 84.7 17
Physicians Overall 66.2 84.6 30
Instructions for Home Care 55.2 79.9 11
How Well Your Pain was Controlled 43.8 70.7 5
Comfort of Waiting Area 42.5 73.9 12
Likelihood of Recommending 56.9 78.8 17


*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 62.1 84.9 35
Nurses Overall 64.6 67.4 37
Physicians Overall 65.9 86.7 49
Instructions for Home Care 58.1 82.9 29
How Well Your Pain was Controlled 43.6 75.0 17
Comfort of Waiting Area 44.0 75.3 16
Likelihood of Recommending 63.3 83.9 43


*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Allenmore Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 67.5 88.0 64
Nurses Overall 71.8 90.0 64
Physicians Overall 71.3 88.1 65
Instructions for Home Care 64.5 86.2 60
How Well Your Pain was Controlled 48.9 77.8 31
Comfort of Waiting Area 48.0 79.1 30
Likelihood of Recommending 67.9 87.3 67


*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 58.6 82.9 20
Nurses Overall 58.5 84.0 14
Physicians Overall 68.4 86.5 48
Instructions for Home Care 54.0 79.3 9
How Well Your Pain was Controlled 42.7 70.1 4
Comfort of Waiting Area 49.0 80.2 35
Likelihood of Recommending 54.3 76.1 10


*Hospital Compared Against National Press Ganey Adult Emergency Departments


MultiCare Covington Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 73.2 88.8 71
Nurses Overall 80.0 90.8 72
Physicians Overall 79.2 91.9 92
Instructions for Home Care 66.7 86.2 60
How Well Your Pain was Controlled 56.8 80.4 49
Comfort of Waiting Area 62.5 86.4 69
Likelihood of Recommending 70.5 85.2 53


*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 69.3 88.1 55
Nurses Overall 74.4 90.8 59
Physicians Overall 73.1 88.9 42
Instructions for Child's Home Care 66.7 86.9 36
How well Child's Pain was Controlled 64.0 85.3 55
Comfort of Waiting Area 62.7 87.6 69
Likelihood of Recommending 77.5 90.0 68


*Hospital Compared Against National Press Ganey Pediatric Emergency Departments


Ambulatory Surgery
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 70.9 90.1 19
Nurses Overall 76.1 92.5 17
Physicians Overall 78.6 93.4 25
Concern for Privacy 66.4 90.7 18
Degree Pain was Controlled 70.4 91.4 22
Clenliness of Center 71.0 92.2 24
Likelihood of Recommending 78.0 93.3 22


*Hospital Compared Against National Press Ganey Adult Ambulatory Surgery Centers


Home Health
  Top Box Score Percentile Rank*
Rate Agency 0-10 76.0 6
Recommend this Agency 70.4 5
Explain in Way You Understand 71.6 3
Listen Carefully to You 75.9 4
Treat You With Courtesy/Respect 86.7 2


*Hospital Compared Against National Press Ganey Home Health Agencies


Medical Practice
  Top Box Score Percentile Rank*
Overall Satisfaction 80.0 34
Overall Doctor Rating 80.3 26
Access to Care 57.1 28
Test Results 79.4 41
Physician Communication Quality 90.6 29
Office Staff Quality 92.8 47


*Hospital Compared Against National Press Ganey Medical Practice Clinics


Urgent Care
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 57.1 83.7 8


*Hospital Compared Against National Press Ganey Urgent Care Centers


Inpatient Rehab
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 72.2 90.1 63


*Hospital Compared Against National Press Ganey Inpatient Rehab Facilities


Outpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 71.9 91.3 19


*Hospital Compared Against National Press Ganey Outpatient Services

Current through 1st quarter of 2015.