2003

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					THE JOHNS HOPKINS BREAST CENTER COMPARATIVE RESULTS
         OF PATIENT SATISFACTION SURVEYS 2003

                            % - Very good and excellent combined
                                                                             Johns
                                        Questions                                     Elsewhere
                                                                            Hopkins
VISIT RELATED
1. REGISTRATION   How promptly were you registered for your visits?         83.61%     39.47%
                  The courteousness and helpfulness of the registration
                                                                            88.33%     98.20%
                  staff?
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
                                                                            94.12%     98.20%
                  the nurses?
                  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
                                                                            84.75%     88.20%
                  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
                                                                            94.64%     75.00%
PROCESS           for your breast cancer in the outpatient setting?
                  The scheduling of future appointments at a time that
                                                                            86.44%     80.00%
                  was convenient for you?
                  The courteousness and helpfulness of the check-out
                                                                            89.47%     73.30%
                  staff?
CARE RELATED
1. DIAGNOSIS      How quickly and without delay your breast cancer
                                                                            88.00%     69.20%
                  diagnosis was made?
                  How fully and clearly you were informed about your
                                                                            92.00%     61.50%
                  diagnosis?
                  The accuracy of your diagnosis as far as you know?        96.00%     73.10%
2. SURGERY        How complete the information was about the different
                                                                            90.00%     73.30%
                  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%
                  cancer surgery?
                  Your participation in the decision about which breast
                                                                            98.31%     80.00%
                  cancer surgery was better for you?
                  Your participation in the decision to have your surgery
                                                                            89.89%     50.00%
                  as an outpatient (if you did)?
                  Were you comfortable with the guidance your doctor
                                                                            93.33%     73.30%
                  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
                                                                            85.25%     60.00%
                  feel afterward?
                  The handling of concerns you had after surgery?           86.89%    53.30%
                  The competence and skill of the doctors and staff who
                                                                            98.36%    86.70%
                  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
                                                                             N/A       N/A
                  nurses?
4. RADIATION      How fully informed you were about the potential
                                                                            94.74%    83.33%
THERAPY           benefits and harm of radiation therapy?
                  Your participation in the decision to receive radiation
                                                                            94.74%    88.89%
                  therapy?
                  How long you had to wait for your individual radiation
                                                                            78.95%    83.33%
                  treatments?
                  The skill of the radiation therapy technicians?           100.00%   83.33%
                  The courtesy of the radiation therapy technicians and
                                                                            100.00%   94.44%
                  doctors?
                  How well prepared you were before your radiation
                                                                            94.74%    88.89%
                  therapy for how it made you feel?
                  How promptly any concerns you had with radiation
                                                                            100.00%   83.33%
                  therapy were handled?
                  How carefully any concerns you had with radiation
                                                                            100.00%   83.33%
                  therapy were handled?
                  The radiation therapy you received overall?               94.74%    94.44%
5.                How fully informed you were about the potential
                                                                            85.71%    84.60%
CHEMOTHERAPY      benefits and harm of adjuvant chemotherapy?
                  Your participation in the decision-making about
                                                                            84.62%    76.90%
                  whether you should receive adjuvant chemotherapy?
                  How long you had to wait for your adjuvant
                                                                            100.00%   76.90%
                  chemotherapy treatments?
                  The skill of the nurses and doctors who administered
                                                                            92.86%    76.90%
                  your adjuvant chemotherapy?
                  The courteousness of the nurses who administered your
                                                                            100.00%   84.60%
                  adjuvant therapy?
                  How well prepared you were before chemotherapy for
                                                                            78.57%    69.20%
                  how it made you feel?
                  How promptly any concerns you had with adjuvant
                                                                            92.86%    84.60%
                  chemotherapy were handled?
                  How carefully any concerns you had with adjuvant
                                                                            92.86%    76.90%
                  chemotherapy were handled?
                  The adjuvant chemotherapy you received overall?           91.67%    84.60%
6. TAMOXIFEN      How fully informed you were about the potential
                                                                            100.00%   79.40%
                  benefits and harm of tamoxifen?
                  Your participation in the decision about whether you
                                                                            85.71%    84.80%
                  should receive tamoxifen?
                  How well-prepared you were for how tamoxifen made
                                                                            85.71%    77.40%
                  you feel?
7. COORDINATION   The coordination of the breast cancer care you received
                                                                            76.92%    75.50%
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
                treatment?
                How effectively the psychological and social aspects of
                                                                           70.37%    50.00%
                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
                                                                           84.31%    38.90%
                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
                                                                           80.95%    62.50%
                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,
                audiovisual materials)?
                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
                                                                           94.74%    72.20%
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%

				
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