Best Patient Experience
To determine how satisfied our patients are with their experience at our hospitals, we measure their satisfaction with specific areas of the hospital and with the care they receive from our health care teams. We compile and report on this site the results of the survey for five areas:
Our complete surveys cover many other areas of patient satisfaction. But these seven are used by the Centers for Medicare & Medicaid Services (CMS) in its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) report. HCAHPS is a public report on patient satisfaction for all hospitals in the United States. It is one way to compare how well different hospitals provide a satisfying experience for their patients.
The HCAHPS survey asks patients to indicate how satisfied they were with their care by using a 1 to 10 scale. The report shows what percentage of patients rated the hospital a 9 or a 10 - the "top two boxes."
Exempla's goal is for its hospitals to be in the top 10% (the 90th percentile or top decile) of all hospitals for each of these measures by 2012. The percentile ranking is determined by the percentage of patients giving the top two scores on the rating scale used for these measures. For example, to be in the top 10% of all hospitals for the question asking patients to give an overall rating of their satisfaction, a hospital has to have 74.7% of patients answering the survey give it a score of 9 or 10.
Below are the ways each area is measured and a report on our performance.
Doctor Composite Score -- is a composite score that combines the responses to three questions: "During this hospital stay, how often did doctors treat you with courtesy and respect"? "During this hospital say, how often did doctors listen to you"? "During this hospital stay, how often did doctors explain things in a way you could understand?" The score is the percentage of "always" responses.
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Goal: Top 10% of All Hospitals
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September 2011 YTD Performance
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Measure
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ELMC
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ESJH
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EGSMC
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Doctor Care Composite Score
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84.7%
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75.2%
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78.9%
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75.8%
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Nursing Composite Score -- is a composite score that combines the responses to three questions: "During this hospital stay, how often did nurses treat you with courtesy and respect"? "During this hospital say, how often did nurses listen to you"? "During this hospital stay, how often did nurses explain things in a way you could understand." The score is the percentage of "always" responses.
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Goal: Top 10% of All Hospitals
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September 2011 YTD Performance
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Measure
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ELMC
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ESJH
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EGSMC
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Nursing
Composite Score
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74.7%
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80.5%
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83.5%
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78.7%
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Responsiveness of Hospital Staff -- This composite score is a roll-up of two questions, "During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?", and "How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted it?" This metric is reported as the percentage of "always" responses.
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Goal: Top 10% of All Hospitals
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September 2011 YTD Performance
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Measure
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ELMC
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ESJH
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EGSMC
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Responsiveness of
Hospital Staff
Composite Score
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64.1%
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62.4%
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75.5%
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71.5% |
HCAHPS Pain Control Score -- This composite score is a roll-up of two questions, "Staff did everything to control my pain", and "During this hospital stay, pain was well controlled." This metric is reported as the percentage of "always"
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Goal: Top 10% of All Hospitals
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September 2011 YTD Performance
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Measure
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ELMC
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ESJH
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EGSMC
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HCAHPS
Pain Control
Composite Score
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69.4%
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74.6%
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72.4%
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76.2%
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HCAHPS Discharge Information -- This composite score is a roll-up of two questions, "Received information on symptoms to look for", and "Staff talked about the help I would need." This metric is reported as the percentage of "always" responses.
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Goal: Top 10% of All Hospitals
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September 2011 YTD Performance
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Measure
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ELMC
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ESJH
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EGSMC
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HCAHPS Discharge Information Composite Score
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84.6%
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85.0%
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88.3%
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84.5%
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Contact Us
If you have any questions now about these measures and our performance, please contact: Exempla Healthcare's Care Team.
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