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Patient Satisfaction

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					                                                                                                                                     Patient Satisfaction
                                                                                                                                           Performance Report – January 2010


Indicator Definition: Overall Care Received
Average Score of patient responses from third-party survey mailed to patients following
their inpatient stay. Score is based on question on whether patients were satisfied with
the care they received.

Data Source:                                                                                                NRC-Picker Corporation (www.nrcpicker.com)

                                                                                                                          Patient Satisfaction for Acute Services
 Percent Satisfied with Overall Care Received




                                                99.0%

                                                97.0%                                                                                                                                       96.1%
                                                                                                       94.9%
                                                95.0%                                                                                    94.3%              94.4%
                                                                                                                                                                                                                  93.8%
                                                93.0%
                                                                                                                      91.1%
                                                91.0%                                                                                                                                                                      90.7%
                                                                                                                                                                             90.0%                        90.0%
                                                                                         88.9%
                                                89.0%

                                                87.0%

                                                85.0%
                                                                                        07/08 Q1      07/08 Q2       07/08 Q3        07/08 Q4             08/09 Q1          08/09 Q2       08/09 Q3      08/09 Q4         09/10 Q1

                              Source: NRC-Picker Surveys                                                                         Acute Care          Prov. Target




                                                                                                                     Patient Satisfaction - Surgical Services


                                                                                        98.0%
                                                  Percent Satisfied with Overall Care




                                                                                                                                                                                               96.1%
                                                                                        96.0%                                                     95.7%
                                                                                                                                                                                                           95.0%
                                                                                                                                  93.8%                             94.0%
                                                                                        94.0%
                                                                                                                                                                                 93.0%
                                                               Received




                                                                                                                  92.7%
                                                                                                                                 91.9%
                                                                                        92.0%

                                                                                                                                                                                                                           90.0%
                                                                                        90.0%       89.7%



                                                                                        88.0%


                                                                                        86.0%
                                                                                                   07/08 Q1      07/08 Q2       07/08 Q3         07/08 Q4       08/09 Q1        08/09 Q2      08/09 Q3    08/09 Q4        09/10 Q1

                                                                                                                                            Surgical         Prov. Target
                                                                               Source: NRC-Picker Surveys




                                                                                                                    Report written by St. Joseph’s Healthcare Hamilton
                                                                                                                   Quality Planning & Performance Improvement Program
                                                                                                                                       www.stjoes.ca
                                                                 Patient Satisfaction - Emergency Services

                                      86.0%
                                                                                               83.8%
Perecent Satisfied withOverall Care

                                      84.0%
                                                81.5%
                                      82.0%
                                                          80.0%                     80.0%
                                      80.0%                           79.2%                                             78.9%
                                      78.0%
             Received




                                      76.0%                                                                                                   75.3%
                                                                                 73.8%
                                      74.0%                                                                                        72.5%
                                                                                                             71.6%
                                      72.0%
                                      70.0%
                                      68.0%
                                      66.0%
                                      64.0%
                                               07/08 Q1   07/08 Q2   07/08 Q3    07/08 Q4      08/09 Q1      08/09 Q2   08/09 Q3   08/09 Q4   09/10 Q1

                                                                                   Emergency       Prov. Target
                                      Source: NRC-Picker Surveys




                                                                 Report written by St. Joseph’s Healthcare Hamilton
                                                                Quality Planning & Performance Improvement Program
                                                                                    www.stjoes.ca

				
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