THE JOHNS HOPKINS BREAST CENTER COMPARATIVE RESULTS
OF PATIENT SATISFACTION SURVEYS 2003
% - Very good and excellent combined
1. REGISTRATION How promptly were you registered for your visits? 83.61% 39.47%
The courteousness and helpfulness of the registration
2. BLOOD How promptly your blood was drawn? 87.27% 73.68%
DRAWING How skillfully and painlessly your blood was drawn? 87.27% 72.20%
3. RADIOLOGY How conveniently your x-rays were scheduled? 88.68% 84.20%
How promptly your x-rays were performed? 83.02% 73.70%
The courteousness of the x-rays staff? 88.68% 94.70%
The skill of the x-ray staff? 86.54% 89.50%
4. NURSING How promptly you were seen for scheduled visits with
The knowledge and skill of the nurses? 97.14% 77.80%
The courteousness of the nurses? 94.44% 98.20%
The sensitivity of the nurses? 94.29% 98.20%
5. DOCTORS How promptly you were scheduled for visits with your
breast cancer doctors?
The knowledge and skill of the breast cancer doctors? 100.00% 94.10%
The courteousness of the breast cancer doctors? 98.31% 94.10%
The sensitivity of the breast cancer doctors? 98.28% 82.30%
6. CHECK-OUT How promptly you were able to check-out after a visit
PROCESS for your breast cancer in the outpatient setting?
The scheduling of future appointments at a time that
was convenient for you?
The courteousness and helpfulness of the check-out
1. DIAGNOSIS How quickly and without delay your breast cancer
diagnosis was made?
How fully and clearly you were informed about your
The accuracy of your diagnosis as far as you know? 96.00% 73.10%
2. SURGERY How complete the information was about the different
types of breast cancer surgery?
How complete the information was about the possible
benefits or harm from the different types of breast 91.67% 53.30%
Your participation in the decision about which breast
cancer surgery was better for you?
Your participation in the decision to have your surgery
as an outpatient (if you did)?
Were you comfortable with the guidance your doctor
gave you about the type of surgery you could have?
How promptly your surgery was performed? 76.27% 80.00%
The preparation before the operation for how you would
The handling of concerns you had after surgery? 86.89% 53.30%
The competence and skill of the doctors and staff who
took care of you?
The surgical care you received overall? 93.00% 93.30%
3. HOME HEALTH How skilled were the home health nurses? N/A N/A
CARE How sensitive to your needs were the home health
4. RADIATION How fully informed you were about the potential
THERAPY benefits and harm of radiation therapy?
Your participation in the decision to receive radiation
How long you had to wait for your individual radiation
The skill of the radiation therapy technicians? 100.00% 83.33%
The courtesy of the radiation therapy technicians and
How well prepared you were before your radiation
therapy for how it made you feel?
How promptly any concerns you had with radiation
therapy were handled?
How carefully any concerns you had with radiation
therapy were handled?
The radiation therapy you received overall? 94.74% 94.44%
5. How fully informed you were about the potential
CHEMOTHERAPY benefits and harm of adjuvant chemotherapy?
Your participation in the decision-making about
whether you should receive adjuvant chemotherapy?
How long you had to wait for your adjuvant
The skill of the nurses and doctors who administered
your adjuvant chemotherapy?
The courteousness of the nurses who administered your
How well prepared you were before chemotherapy for
how it made you feel?
How promptly any concerns you had with adjuvant
chemotherapy were handled?
How carefully any concerns you had with adjuvant
chemotherapy were handled?
The adjuvant chemotherapy you received overall? 91.67% 84.60%
6. TAMOXIFEN How fully informed you were about the potential
benefits and harm of tamoxifen?
Your participation in the decision about whether you
should receive tamoxifen?
How well-prepared you were for how tamoxifen made
7. COORDINATION The coordination of the breast cancer care you received
OF CARE from the doctors and nurses involved in your treatment?
8. How well informed you were about the psychological
PSYCHOLOGICAL and social problems caused by breast cancer and its 77.19% 55.00%
ASPECTS OF treatment?
CARE How well informed you were about services at the site
where you received your breast cancer treatment and in
the community for dealing with the psychological and 66.67% 44.40%
social problems caused by breast cancer and its
How effectively the psychological and social aspects of
your breast cancer and its treatment were addressed?
How helpful was support group meetings? N/A 33.30%
9. POST- How well prepared you were for any of the concerns
TREATMENT you had after your breast cancer treatment was 75.93% 38.90%
MEDICAL CARE completed?
How promptly and how thoroughly any concerns you
have had after treatment have been handled?
10. URGENT How well prepared you were by your doctors and nurses
PROBLEMS AND who treated you for breast cancer about what to do in 89.66% 66.70%
EMERGENCIES case of an urgent problem or emergency?
How available the doctors and nurses were to you at the
site where you received your breast cancer treatment 78.95% 64.30%
when you developed an urgent problem or emergency?
How available the doctors and nurses have been to you
for walk-in visits at the site where you received your
breast cancer treatment when you developed an urgent
problem or emergency?
11. EDUCATION How educated you were about your breast cancer and its
treatment (this includes all sources of education
available at the site where you received your breast 85.19% 57.90%
cancer treatment; i.e., staff, books, pamphlets,
How effectively the doctors and nurses at the site where
you received your breast cancer treatment educated you 87.72% 55.60%
about your breast cancer and its treatment?
12. OVERALL How satisfied were you about the care you received for
EDUCATION your breast cancer treatment overall?
16. REFERRALS Reputation of the institution 98.33% 94.70%
Reputation of the doctors 100.00% 100.00%
Reputation of the nursing staff 81.36% 78.90%
Ease of communicating with physicians and nurses 91.67% 84.20%
Confidence in decisions made about care 93.22% 89.50%
Location of facility 55.36% 72.20%
Prior family experience at the institution 51.92% 42.10%
Prior experience of a friend at the institution 46.81% 44.40%
My insurance company chose for me 14.71% 33.30%