At Charlotte Hungerford Hospital we strive to build patient loyalty by providing services that meet the highest levels of satisfaction. We are seriously committed to maintaining consistency in the quality of services we provide and making improvements when we have fallen below the benchmarks of excellence that we have established for our hospital. To meet this commitment we constantly seek feedback from our patients about how we are performing.
Our two main sources of patient satisfaction information come from HCAHPS, which stands for Hospital Consumer Assessment of Health Providers and Systems, and Press Ganey.
HCAHPS is a government-required survey for measuring the patient experience. The intent of HCAHPS is to provide a standardized survey instrument and data collection methodology for measuring patients’ perspectives on hospital care. Since everyone must use the same survey and data collection methodology, HCAHPS allows for “apples-to-apples” comparisons of hospitals. All of the HCAPHPS data collected are public information.
HCAHPS does not ask patients how satisfied they were with their care, but how often different aspects of care were provided. For example, how often did the nurses treat you with courtesy and respect?
The HCAHPS survey contains 18 rating items that include the following eight key topics:
- Communication with doctors
- Communication with nurses
- Responsiveness of hospital staff
- Pain management
- Communication about medicines
- Discharge information
- Cleanliness of the hospital environment, and
- Quietness of the hospital environment.
To view all of our results and those of other hospitals, visit www.hospitalcompare.hhs.gov.
Press Ganey assists Charlotte Hungerford Hospital by sending questionnaires to a randomly selected sample of our patients following either their hospital inpatient stay or emergency room visit. It uses a rating scale of Very Good, Good, Fair, Poor, and Very Poor.
While these patient satisfaction data aren’t standardized across all hospitals, they are more comprehensive than HCAHPS and help us to target areas for improvement. Also unlike HCAHPS the data collected is not public information.