Erlanger Hospital Quality Indicators

Patient Satisfaction

HCAHPS Survey Results

Our goal at Erlanger is to deliver exceptional care...every time. The following indicators are based on a survey administered to patients shortly after being discharged from our hospital. The current data is based on information for the reporting period of October 2006 through June 2007.

Question:

Based on a scale of 0 to 10, where 0 is the "Worst hospital possible" and 10 is the "Best hospital possible", what number would you use to rate Erlanger during your stay?

63% of respondents rated Erlanger a 9 out of 10 or higher. This compares to a national average of 63%.*

*Recent changes to the how data is reported and adjusted (based on survey methodology and demographics) has had the effect of reducing scores— for both the hospital as well as the national average. All future reports will reflect this new scoring methodology.

Question:

Would you recommend this hospital to your friends and family?

70% of respondents said they would definitely recommend Erlanger hospital to their friends and family. This compares to a national average of 67%.

Nurse Communication :

Percent of patients who reported that their nurses "Always" communicated well.

71% of respondents said Erlanger nurses treated them with courtesy and respect, listened carefully, and explained things in a manner that was easy to understand. This compares to a national average of 73%.*

Physician Communication :

Percent of patients who reported that their doctors "Always" communicated well.

81% of respondents said Erlanger physicians treated them with courtesy and respect, listened carefully, and explained things in a manner that was easy to understand. This compares to a national average of 79%.*

Cleanliness:

Percent of patients who reported that their room and bathroom were "Always" clean.

64% of respondents rated Erlanger bathrooms as always clean. This compares to a national average of 68%.*

Noise:

Percent of patients who reported that the area around their room was "Always" quiet at night.

63% of respondents rated Erlanger rooms as always quiet at night. This compares to a national average of 54%.*

Responsiveness of Staff :

Percent of patients who reported that they "Always" received help as soon as they wanted.

64% of respondents rated Erlanger staff as always responding when the patient wanted. This compares to a national average of 60%.*

Pain Management :

Percent of patients who reported that their pain was "Always" well controlled.

72% of respondents said their pain was always controlled. This compares to a national average of 67%.*

Communication about Medicine :

Percent of patients who reported that staff "Always" explained about medicines before giving it to them.

60% of respondents said staff always communicated what each medication was for and the possible side effects. This compares to a national average of 58%.*

Discharge Information:

Percent of patients at each hospital who reported that YES, they were given information about what to do during their recovery at home.

76% of respondents reported that they did receive information regarding what help they would need at home and what health problems to look out for. This compares to a national average of 79%.*