Patient Satisfaction Survey

Posted on May 2, 2017 in Announcements | 0 comments

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a “national, standardized, publicly reported survey of patients’ perspectives of hospital care” (Ketelsen, L, et al. The HCAHPS Handbook, 2014).  National Research Corporation (NRC) is Sutter Health’s vendor for mailing this CMS required survey to a random sample of ABSMC inpatients that meet the surveying criteria.  Surveys are mailed in English and Spanish.  A minimum of 300 returned surveys is required for each of our inpatient campuses. Last year we had 3,288 surveys returned for both campuses combined.

The HCAHPS domains/questions differ from a patient satisfaction survey as they are designed to measure the frequency with which the patient experienced specific behaviors. Responses are rated as -“Did the patient experienced a behavior Always, Usually, Sometimes, Never? “ The top box score or percent “Always” is what is publically reported, counts and is accessible to consumers.

One of the eight domains is Doctor Communication. It has three questions that roll up into the domain as a composite score:

– During this hospital stay, how often did doctors treat you with courtesy and respect?
– During this hospital stay, how often did the doctors listen carefully to you?
– During this hospital stay, how often did doctors explain things in a way you could understand?

How are we scoring? The minimum ABSMC dashboard target (P50) is 80.3% and by campus we are trending YTD 76.8% (Alta Bates) and 77.6% (Summit).

The question to ask yourself is: “Do I use all of these tactics with every patient every time?”

– Use AIDET (Acknowledge, Introduce, Duration Explain, and Thank)
– Use every day language or words the patient/family can understand when explaining
– Sit down when talking to the patient.
– Use reflective listening and empathy skills

We are proud of our physicians and staff and believe that ABSMC is the best place to receive care. We appreciate the help of our physicians as we work to develop a culture of Always in the way we communicate with our patients. Please contact Leslie Costa at for any questions.

Working together to Create a culture of Always by Leslie Costa, RN, PhD, Director Patient Experience

Leave a Reply

Your email address will not be published. Required fields are marked *