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Patient Satisfaction Questions & Answers
- Why do we measure patient satisfaction?
- How do we measure patient satisfaction?
- What kinds of questions are included in the surveys?
- How were these measures selected?
- Why is CHRISTUS Health publishing its patient satisfaction data?
- How are these scores displayed?
- How often is the data on this site updated?
1. Why do we measure patient satisfaction?
CHRISTUS Health is committed to providing the highest quality of care to our patients. We believe that it is critical to our ministry that we carefully monitor our levels of quality so that we can further our mission of extending the healing ministry of Jesus Christ. Listening to what our patients have to say is a valuable way to know what we are doing well. . .and to help us identify areas that need improvement.
We also measure patient satisfaction to ensure that we are fulfilling our Service Guarantee. In 2003, CHRISTUS Health became the first health system in America to provide a written guarantee for exemplary service to patients at each of its more than 40 hospitals and dozens of clinics and outpatient centers. We guarantee to those we are privileged to serve:– Courteous, prompt and compassionate care
– Concern for your special needs and privacy
– Open, honest communication about your treatmentThe CHRISTUS service guarantee provides specific, tangible “apology gifts” to patients if hospital staff fails to live up to its promise of service, because patients deserve it and our mission demands it.
2. How do we measure patient satisfaction?
CHRISTUS Health uses an external company, Press Ganey Associates, to conduct a survey of our patients after their stay at or visit to one of our facilities. Press Ganey is the health care industry's leading independent provider of satisfaction measurement and improvement services. Press Ganey provides us with results for our inpatient care, emergency department care, outpatient surgery (day surgery) care and outpatient tests/treatment care, however, we are currently only posting results for inpatient satisfaction.
Our results are then compared to other hospitals in the Press Ganey database. Our specialty hospitals, like our children’s and rehabilitation facilities, are compared to like-size specialty hospitals in Press Ganey’s database. Our hospital-specific scores - displayed here as a percentile for each selected question - allow us to gauge our current performance and then track improvement over time.
3. What kinds of questions are included in the surveys?
The overall surveys, using a 1 - 5 scale, ask patients to rate their satisfaction with such areas as the admission/registration process, facilities, food, interactions with nurses and physicians, discharge process, personal issues, overall assessment of the care provided, and other services. In regards to our service guarantee, they ask patients to rate their satisfaction with areas such as how well we kept them informed and included them in decisions, the courtesy and compassion of our staff, how well we provided prompt care, and our concern for patients’ special needs.
Patients choose a rating of very good, good, fair, poor and very poor. The ratings are converted to a score (very good = 100, good = 75, fair = 50, poor = 25, very poor = 0). The scores for all the questions are combined to calculate an average overall score for each patient. These overall scores are then combined to create a mean (average) score for each service at each hospital.
4. How were these measures selected?
We ask our patients to rate our care as one way to evaluate and improve our services. National organizations have shown evidence of services and staff interactions that are particularly important to patients. While we recognize and measure those things (and report them here in the form of our overall inpatient satisfaction), we especially focus on patient responses related to our Service Guarantee, which follows:
In keeping with the CHRISTUS Health Mission to extend the healing ministry of Jesus Christ, we guarantee to those we are privileged to serve:– Courteous, prompt and compassionate care
– Concern for your special needs and privacy
– Open, honest communication about your treatment
If we fail to fulfill this guarantee, we encourage you to express your concerns. We will strive to resolve your concerns to your satisfaction and will keep you informed of the outcome.
Because of this guarantee and in light of our mission, we are reporting here the results of our patient satisfaction as it relates to the promises of our Service Guarantee.
5. Why is CHRISTUS Health publishing its patient satisfaction data?
At CHRISTUS Health, we believe it is critical to our ministry that we carefully monitor our quality data so that we can further our mission of extending the healing ministry of Jesus Christ. We feel strongly about fostering a culture of transparency, and reporting this data so that you know how we are performing aids us in creating such a culture. This transparency ensures that our patients, their families and our Associates and physicians can hold each other accountable to the high standards of compassion and excellence that we have set for ourselves.
6. How are these scores displayed?
Each hospital's results for each service category are ranked as percentiles. A percentile rank compares a hospital’s mean score to the mean scores of other facilities in the National Database. For example, let’s say that one facility had a mean score of 80 and a percentile rank of 75. This tells you that the score of 80 was higher than 75 percent of the other facilities’ scores: 75 percent of the other facilities’ overall mean scores were lower than 80, and 25 percent of the other facilities’ mean scores were higher than 80. Percentile rank is derived by ordering all facilities’ mean scores from highest to lowest. Each mean score gets a percentile rank by determining the proportion of the database that falls below that score.
7. How often is the data on this site updated?
This report will be updated quarterly.
