Patient Satisfaction

We care about patient & customer satisfaction!Our Hospitals utilize Press Ganey to survey both

inpatients and outpatients and Professional Research Consultants (PRC) to survey ambulatory surgery and emergency department patients. A sample of randomly selected patients receive either a survey at home after leaving the hospital or a telephone survey.

We compare ourselves to other Large Medical Centers around the country.

As of the second quarter - 2009

University Hospital – St. Paul inpatient ranked at the 81st percentile among the Press Ganey Large Hospital Data Base.

University Hospital – Zale Lipshy inpatient ranked at the 99th percentile among the Press Ganey Large Hospital Data Base.

Press Ganey Survey ProcessRecords uploaded

Surveys mailed to patients

Patient completes survey

Surveys returned to Press Ganey

Surveys scanned and data entered into database

Reports generated

Press Ganey Survey

Background Questions

Analysis Questions

Sections ordered by experience of care

Comment Lines

University Hospitals participates in the Centers for Medicare and Medicaid Services (CMS) Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS), a government-sponsored healthcare quality survey in conjunction with the Press Ganey survey instrument.

The HCAHPS Survey is used by consumers as a comparison tool for choosing between providers.

The national results are available on-line at <www.cms.gov>

The patient’s experience is defined by 7 domains. Care from nurses Care from doctors Responsiveness of hospital staff Pain control Communication about medicine Cleanliness of hospital Discharge information

Summary

There are survey questions that relate to the admissions process, care and treatment while a patient, food services, housekeeping, the facility and the patient’s overall experience with us.

Ask your manager what the recent scores are for the hospitals and for your work area. Be sure you know your team’s action plan to improve patient/family satisfaction.

Everyone plays a part. Make sure you know your role in patient satisfaction!

Patient Satisfaction - 2010

Emphasis on TEAMWORK

Teams aren’t just groups of people; teams don’t just happen. We must

build them. Teamwork means people

cooperating and working together to provide

the best care for our patients.

Importance of Teamwork for Us!

Why teamwork? Because it improves: quality of care for our patients; safety of our patients;

our patients’ experience – patients know that we are coordinating their healthcare; productivity – when we work together, we are almost always faster.