Diane Angelico, RN
Asst Director Information Services
Health Care Services Division
Satisfaction Survey Basics
HCSD Surveys are distributed at each facility
by employees in a face to face encounter
during a visit… Clinic, ER, ASU or Blood
Draw. 19 questions
Some facilities are surveying patients in
Radiology and other areas.
Surveys are returned in a postage paid
envelope to HCSD for review and tabulating.
Results are reported approx 8 weeks after
the end of the quarter
Minimum Sample Size 2002
Confidence Interval @ 99% Confidence
The minimal standards listed above hold true
regardless of the facility.
New calculations coming soon
Quarters 1 -3 FY 08-09
Overall Satisfaction Q 1/2/3
Quarter 1 92
Quarter 3 86
1 2 3 4 5 6 7
1- MCLNO 2- EKL 3- LJC 4-UMC 5-LAK 6-BMC 7-WOM
CMS mandated survey of med/surg inpatients via
phone call a few weeks after discharge.
HCSD provides data to contractor (Myers Group)
who will attempt 5 calls to patient at different times
of day, different days of week.
Reports generated and provided approx 8 weeks
after end of quarter for each facility and system.
Results reported on Hospital Compare and will be
tied into Medicare reimbursement in future.
NO ONE CAN SAY WE MAKE THIS
STUFF UP !!!
Specific United States hospitals are compared with
national averages in their treatment of the three
medical conditions of heart attack, heart failure, and
CAHPS Hospital Results are also available
Hospital Consumer Assessment of Healthcare
WHAT OUR PATIENTS TELL US
Everyone was so friendly and compassionate
I will recommend this hospital always
How can the staff at the desk order things on the
internet when I am sitting here waiting?
I am grateful for the time the doctor spent with me
Best care ever – better than Terrebonne Gen.
The nurses were very uncaring and did not take the
time to listen to me.
So glad to have this hospital to go to for care
Thanks to the employees who were so nice to me
More comments from surveys
The employees seem inattentive and cold
The Security Guard was too busy on his cell phone to answer my
The staff was having a pizza party in the ER while I sat outside in
terrible pain. Lost my paperwork.
Wonderful medical care- not so good attitudes
Thank God for this hospital and the staff that care for patients
each and every day
These doctors saved my life
Just because I am poor does not mean I am stupid
Very caring and compassionate staff
Once you get past registration everything is okay
Keeping Patients informed boosts
satisfaction with ER
The Times-Picayune | 06.22.08
The Washington Post
The first step to helping emergency room patients feel better could be…no, not treating
them or helping them control their pain, but telling them how long they’ll have to wait.
That’s the finding of a recent national survey of more than 1.5 million patients in over 1,600
The survey, conducted by health-care consulting firm Press Ganey, found that although
satisfaction decreased the longer a patient waited, consistent communication with ER staff
helped people feel comfortable and cared for.
In 2007, the average ER visit lasted four hours and five minutes - five minutes longer than
in the previous year. Patients ranked “how well they were informed about delays” as their
top priority, followed by pain control, how much the nurses cared about them as a person,
how well they were informed of treatment, and the overall wait time.
People who waited more than three hours to see a doctor but remained well-informed of
delays scored more than twice as high on overall satisfaction (96.6 points on a 100-point
scale) as those who waited just one hour and considered their updating “very poor” (42.7).
WHAT ELSE CAN WE DO ?
Thank patients for keeping their appointments either
verbally when they check in or with signage in the
clinic waiting areas.
Mental image of “Mama”
Reward excellent behavior and good manners
Share results of surveys and comments with hands