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.
