Patient Satisfaction
What is Patient Satisfaction?
Patient Satisfaction measures our patients’ opinion of the quality of customer service we provide to patients and their family members/visitors during their stay with us. There are many important factors that contribute to the patient experience. Our patient satisfaction survey is designed to measure these factors in detail so we can ensure that all of your needs are being met during your stay with us.
We currently measure ten domains, or areas of our patients’ experience:
- The Admission Process
- The Comfort and Cleanliness of your Room
- The quality of your Meals
- The quality of the care from your Nurses
- Your experience during your Tests and Treatments
- Our accommodations for your Visitors and Family
- The quality of care from your Physicians
- The Discharge Process
- The extent to which your Personal Needs were met
- Your Overall Assessment of your experience with us
Public Reporting and Patient Satisfaction
Improving the quality of care is the core mission of the North Shore-LIJ Health System. In addition to providing you with our clinical performance data, we have chosen to share our Patient Experience Metrics as well.
The North-Shore LIJ Health System has been working with Press Ganey since 2002 to measure and improve our patients’ satisfaction. Press Ganey is a consulting company that provides surveying and reporting services to over 7,000 Healthcare facilities in the United States, 63% of which were named “America’s Best Hospitals” in the 2007 US News & World Report. This partnership allows us to compare our patient satisfaction metrics to those of other healthcare providers in our area and nationwide. This data is used throughout our facilities as the basis for process improvement and staff development to ensure that we are providing our patients with the best healthcare experience possible.
What is HCAHPS?
HCAHPS is an Acronym for “Hospital Consumer Assessments of Healthcare Providers and Systems” survey. The Centers for Medicare and Medicaid Services (CMS) have developed this survey instrument to be used to collect information on hospital patients' perspectives of the care they received while in the hospital. This survey is sent in addition to the patient satisfa ction survey Press Ganey sends to many of our patients who receive our services.
Once a sufficient amount of HCAHPS data is collected, the results will be publicly reported by the Centers for Medicare and Medicaid Services (CMS).
Patients and physicians will be able to compare the patient satisfaction scores of several facilities at a time to determine which healthcare provider can best meet their needs.
What information does HCAHPS provide?
*Percent Choosing 9 or 10 on a 0-10 scale |
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Surveyed patients are asked to rate our hospital on a scale of 1 to 10, one being the “worst hospital they can imagine” and 10 being the “best hospital they can imagine”. The chart above displays information about how our patients rate each of our hospitals. Column “A” displays the percentage of patients who have rated our hospital a “9 or 10” (when making patient-mix adjustments ). Column “A” displays the information that the Centers for Medicare and Medicaid Services (CMS) will post to their website. Column “B” displays the percentage of our patients that rated our hospital as a “9 or 10” . Column “C” represents the percentage of patients that rated our hospital as an “8, 9 or 10”. Patients and physicians can view our hospitals’ scores along with the New York State and National average to determine how patients’ rate our hospital compared to others. |
*Percent Choosing 9 or 10 on a 0-10 scale
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Surveyed patients are asked to rate if they would “recommend our hospital to others. The chart above displays information about how likely patients are to recommend each of our hospitals for care. Column “A” represents the percentage of patients who reported that they would “definitely” recommend our hospital to others (when making patient-mix adjustments ). Column “A” displays the information that the Centers for Medicare and Medicaid Services (CMS) will post to their website. Column “B” represents the percentage of patients who reported that they would “definitely” recommend our hospital to others. Column “C” represents the percentage of patients that reported that they would “probably” or “definitely” recommend our hospital to others. Patients and physicians can view our hospitals’ scores along with the New York State and National average to determine how patients’ rate our hospital compared to others. |
What is the difference between the Patient Satisfaction Survey and HCAHPS?
The HCAHPS survey and the Patient Satisfaction survey essentially measure the same thing, which is the quality of customer service we provide while caring for our patients. The main difference is the scale used to measure patient satisfaction and the uses of the data once it is collected.
For the patient satisfaction survey, patients are asked to rate the hospital on a scale from 1 to 5 on various questions (1= Very Poor to 5= Very Good). We combined all of our patients ratings to determine how well we are meeting their needs. This specific feedback allows us to identify areas for improvement within our hospitals so we can continue to enhance our patients’ experience.
The HCAHPS survey asks patients “how often” they received good customer service during their stay with us. Instead of a “Very Poor” to “Very Good” scale, patients rate various items on a “Never” “Sometimes” “Usually” or “Always” scale. For example, “How often did your nurses treat you with courtesy and respect?” This data is used by Centers for Medicare and Medicaid Services (CMS) to compare us to other facilities in the New York City Vicinity and nationwide
What information does our Patient Satisfaction Survey provide?
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*Data by Discharge date as of December, 2009. (To be updated quarterly)
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Surveyed patients are asked to rate many aspects of their experience at our hospital on a scale of 1 to 5 (1= “Very Poor” to 5= “Very Good”).
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We receive 0 points for a rating of “Very Poor”, 25 points for a rating of “Poor”, 50 points for a rating of “Fair” , 75 points for a rating of “Good” and 100 points for a rating of “Very Good”. All of our patients ratings for all of the questions we ask them are combined to give us the score you see above. |
*Data by Discharge date as of December, 2009. (To be updated quarterly) |
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Surveyed patients are asked to rate “how likely” they would be to recommend our hospital to others. The patient can rate our hospital on a scale of 1 to 5 (1= “Very Poor” to 5= “Very Good”). All of our patients ratings for all the “Likelihood to recommend” questions are combined to give our hospitals the scores you see above. |
HCAHPS Overall Hospital Rating
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Surveyed patients are asked to rate our hospital on a scale of 1 to 10, 1 being the “worst hospital they can imagine” and 10 being the “best hospital they can imagine”. This bar graph shows the percentage of patients who rated our hospital as a 9 or a 10. This graph provides a visual comparison of the NSLIJ Health System score, to the NY State and National Average. |
HCAHPS Likelihood to Recommend
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Surveyed patien ts are asked to rate “how likely” they would be to recommend our hospital to others. This bar graph shows the percentage of patients who reported that they would be “Very Likely” to recommend our hospital to others. This graph provides a visual comparison of the NSLIJ Health System score, to the NY State and National Average. |
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