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Hospital and Health System

STORY OF THE WEEK

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HealthGrades Identifies Hospitals with Outstanding Patient Satisfaction

HealthGrades recently identified hospitals receiving the 2009/2010 Outstanding Patient Experience Award™ and has posted the recipients on the HealthGrades Web site. These hospitals rank in the top 15 percent of all eligible hospitals in patient experience. The ratings are based on patient satisfaction survey results that hospitals provided as part of a federal initiative to provide consumers with more information about hospital performance.

The Hospital Consumer Assessment of Healthcare Providers and Systems data also reflect the areas in which the nation’s patients, on average, are the most and least satisfied:

Patients were most satisfied with how well their physician communicated with them and with the information given to them about what to do during their recovery at home.
Patients were least satisfied with how often the staff explained medications before giving them to the patient.

The survey includes 27 questions related to physician and nurse communication, hospital staff responsiveness, hospital cleanliness and noise levels, medication information and post-discharge care instructions. It is a national, standardized, publicly reported survey of patients' perspectives of hospital care from July 2007 to June 2008.

The HCAHPS data highlight large gaps between the highest performing hospitals (top 15 percent of eligible hospitals) and the lowest performing hospitals (bottom 15 percent of eligible hospitals) including the following:

57 percent more patients from highest performing hospitals gave their hospital a 9 or 10 on a 10-point scale for overall patient satisfaction.
57 percent more patients would definitely recommend the hospital to their family and friends.
44 percent more patients reported receiving help as soon as they asked for it.
34 percent more patients reported that it was always quiet at night.
32 percent more patients reported that staff always explained medications prior to giving them.
28 percent more patients reported that their room and bathroom were always clean.
26 percent more patients reported that their pain was always well controlled.

HealthGrades identifies hospitals receiving the Outstanding Patient Experience Award to help patients choose the best hospital for themselves and their loved ones. In addition to the clinical quality performance of a hospital, surveys show that patients want to know about hospitals’ patient experience track records.

Source: HealthGrades, June 2, 2009

Measuring Health Care: Using Quality Data for Operational, Financial and Clinical Improvement

This invaluable guide shows students and professionals how measurements and data can be used to balance quality services and financial viability and how measures can help to evaluate and improve organizational, clinical and financial processes. This guide explains the various performance measurement methods used in healthcare and shows their practical impact on clinical patient outcomes.

Measuring Health Care: Using Quality Data for Operational, Financial and Clinical Improvement is available from the Healthcare Intelligence Network for $73.95 by visiting our Online Bookstore or by calling toll-free (888) 446-3530.

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IMPORTANT NOTICE: This information is designed to provide accurate and authoritative information on the business of healthcare. It is distributed with the understanding that Healthcare Intelligence Network is not engaged in rendering legal advice. If legal advice is required, the services of a competent professional should be retained.