Jefferson Health

Patient Satisfaction

At Jefferson, patients and their families are key partners in our efforts to provide the highest quality care in the safest possible environment. The Hospital Consumer Assessment of Healthcare Providers and Systems or HCAHPS is a standardized survey of patients' perspectives on their experiences during a hospital stay that enables us to gauge how we are doing compared with state, regional and national benchmarks. In addition, we use this feedback to guide the development of targeted projects to improve the patient experience.

Patient Satisfaction with Hospital (Overall)

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Patients are asked to rate the hospital (their overall experience) during a stay on a scale from zero (the lowest score) to ten (highest). The HCAHPS data in the chart above reflects the percentage of surveyed patients who rated their hospital experience a nine or ten during the specific period.

What We are Doing to Improve Patient Satisfaction

  • Working to ensure the Hospital is an even quieter place, helping patients recover
  • Working to improve patient navigation through the Hospital with our new patient ambassadors, greeting patients at entrances
  • Working to continually improve the Hospital environment for patient convenience and overall attractiveness

Patient Satisfaction with Doctor Communication

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This score is an aggregated measure based on three questions:

  • During your hospital stay how often did the Hospitals’ doctors treat you with courtesy and respect?
  • How often did your doctors listen carefully to you?
  • How often did your doctors explain things in a way you could understand?

Taken together these questions help us understand how often our doctors communicate well with patients.

What We are Doing to Improve Patient Satisfaction with Doctor Communication

  • All clinical leaders and department chairs use patient satisfaction data to inform performance improvement initiatives
  • Innovative rounding with the entire care team
  • Introduced a new patient notebook to ensure patients and doctors are "on the same page" when they talk about care plans or medications
  • Working with a team of physicians to ensure doctors and patients have meaningful conversations
  • Physicians actively engaged in effort to improve communications with patients in ways intended to help patients better understand their treatment plans

Patient Satisfaction with Nurse Communication

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This score is based on three questions:

  • During your hospital stay how often did the Hospitals' nurses treat you with courtesy and respect?
  • How often did your nurses listen carefully to you?
  • How often did your nurses explain things in a way you could understand?

Taken together these questions help us understand how often our nurses communicate well with patients.

What We are Doing to Improve Patient Satisfaction with Nurse Communication

  • Involving patients and families in nurse-to-nurse communication
  • Working to ensure patients know all members of their care teams and their plans of care for every day
  • Implementing attractive new boards in patient rooms to facilitate working with nurses