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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 68.3 26
Recommend the Hospital 74.0 48
Nurses Overall 74.7 12
Response of Hospital Staff 58.0 11
Doctors Overall 79.8 34
Pain Management 69.1 35
Discharge Information 86.1 28

*Compared Against National Press Ganey Adult Inpatient Facilities

MultiCare Good Samaritan Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 69.1 29
Recommend the Hospital 69.9 33
Nurses Overall 76.7 21
Response of Hospital Staff 57.8 11
Doctors Overall 75.7 12
Pain Management 66.8 21
Discharge Information 86.1 28

*Compared Against National Press Ganey Adult Inpatient Facilities

MultiCare Allenmore Hospital Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 68.2 25
Recommend the Hospital 72.2 41
Nurses Overall 76.4 19
Response of Hospital Staff 57.7 11
Doctors Overall 82.0 52
Pain Management 66.8 21
Discharge Information 88.1 49

*Compared Against National Press Ganey Adult Inpatient Facilities

MultiCare Auburn Medical Center Inpatient Services
  Top Box Score Percentile Rank*
Rate Hospital 0-10 57.9 4
Recommend the Hospital 55.9 4
Nurses Overall 72.6 7
Response of Hospital Staff 54.0 4
Doctors Overall 76.0 13
Pain Management 59.0 3
Discharge Information 88.9 58

*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 68.6 88.8 51
Room Cleanliness 78.9 93.1 83
Nurses Overall 77.7 92.8 43
Physicians Overall 67.7 89.1 32
Instructions for Child's Home Care 64.9 89.5 32
How Well Child's Pain was Controlled 63.4 88.7 29
Likelihood of Recommending 78.7 93.3 71

*Compared Against National Press Ganey Pediatric Inpatient Facilities

MultiCare Tacoma General Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 56.5 81.0 10
Comfort of Waiting Area 41.9 72.4 8
Nurses Overall 59.9 84.7 16
Physicians Overall 62.9 85.2 33
How Well Your Pain was Controlled 44.7 72.6 9
Instructions for Home Care 54.5 80.6 14
Likelihood of Recommending 61.5 78.2 13

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Good Samaritan Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 62.6 86.4 43
Comfort of Waiting Area 40.1 76.8 18
Nurses Overall 66.2 88.8 46
Physicians Overall 67.7 87.4 52
How Well Your Pain was Controlled 52.8 80.7 48
Instructions for Home Care 58.0 84.3 38
Likelihood of Recommending 65.2 84.4 42

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Allenmore Hospital Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 63.1 85.2 32
Comfort of Wating Area 44.1 76.7 18
Nurses Overall 66.6 87.3 32
Physicians Overall 64.6 85.4 34
How Well Your Pain was Controlled 56.3 79.4 39
Instructions for Home Care 59.3 82.6 24
Likelihood of Recommending 65.0 85.0 46

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Auburn Medical Center Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 58.1 83.9 23
Comfort of Waiting Area 38.0 72.8 9
Nurses Overall 62.3 86.2 24
Physicians Overall 63.4 86.4 67
How Well Your Pain was Controlled 59.8 83.4 67
Instructions for Home Care 61.6 85.1 45
Likelihood of Recommending 61.7 81.5 27

*Compared Against National Press Ganey Adult Emergency Departments

MultiCare Covington Emergency Department
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 68.1 87.9 57
Comfort of Waiting Area 61.1 87.4 73
Nurses Overall 70.5 89.3 51
Physicians Overall 70.8 87.1 50
How Well Your Pain was Controlled 59.6 81.7 55
Instructions for Home Care 68.7 87.8 70
Likelihood of Recommending 71.4 88.5 70

*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 72.5 89.8 75
Comfort of Waiting Area 74.0 92.0 90
Nurses Overall 77.8 92.7 77
Physicians Overall 73.5 89.5 58
Likelihood of Recommending 77.1 89.9 67
Instructions for Child's Home Care 72.9 91.1 85
How Well Your Child's Pain was Controlled 65.6 88.7 80

*Compared Against National Press Ganey Pediatric Emergency Departments

Ambulatory Surgery
  Top Box Score Mean Score: MultiCare Percentile Rank*
Overall Satisfaction 71.3 90.6 8
Nurses Overall 76.5 92.3 9
Physicians Overall 80.3 93.8 32
Cleanliness of Center 69.4 91.0 9
Likelihood of Recommending 77.1 92.7 11
Concern for Privacy 69.1 90.7 12
Degree Pain was Controlled 74.0 91.6 25

*Compared Against National Press Ganey Adult Ambulatory Surgery Centers

Home Health
  Top Box Score Percentile Rank*
Rate Agency 0-10 80.4 10
Recommend this Agency 74.0 13
Explain in Way You Understand 78.9 10
Listen Carefully to You 79.8 9
Treat You With Courtesy/Respect 92.6 17

*Compared Against National Press Ganey Home Health Agencies

Medical Practice
  Top Box Score Percentile Rank*
Likelihood to Recommend 88 24
Overall Doctor Rating 81.3 25
Access to Care 78.4 39
Test Results 74.2 47
Physician Communication Quality 90.6 24
Office Staff Quality 94.4 55

*Compared Against National Press Ganey Medical Practice Clinics

Urgent Care
  Top Box Score Mean Score: MultiCare Percentile Rank*
Likelihood to Recommend 64.5 85.7 20

*Compared Against National Press Ganey Urgent Care Centers

Inpatient Rehab
  Top Box Score Mean Score: MultiCare Percentile Rank*
Likelihood to Recommend 85.7 96.4 94

*Compared Against National Press Ganey Inpatient Rehab Facilities

Outpatient Services
  Top Box Score Mean Score: MultiCare Percentile Rank*
Likelihood to Recommend 81.0 94.0 32

*Compared Against National Press Ganey Outpatient Services

Current through 4th quarter of 2016.