We survey many of our patients to gauge how satisfied they were with their experience. These measures show the percentage of patients who rated their experience in various care settings as “very good” or “good.”
Overall Patient Experience
at OSU Medical Center
%Very Good or Good
87.90%
Very Good 61.7%
Good 26.2%
Fair 6.6%
Poor 2.6%
Very Poor 3.0%
Includes Ohio State’s University Hospital, Ohio State’s Arthur G. James Cancer Hospital and Richard J. Solove Research Institute, Ohio State’s University Hospital East, Ohio State’s Richard M. Ross Heart Hospital, OSU Rehabilitation Services at Dodd Hall, Emergency Departments and test and Ambulatory Surgery Units.
Inpatient Experience
at OSU Medical Center
%Very Good or Good
89.50%
Very Good 60.9%
Good 28.6%
Fair 6.5%
Poor 2.4%
Very Poor 1.7%
Includes Ohio State’s University Hospital, Ohio State’s Arthur G. James Cancer Hospital and Richard J. Solove Research Institute, Ohio State’s University Hospital East, Ohio State’s Richard M. Ross Heart Hospital and OSU Rehabilitation Services at Dodd Hall.
Emergency Department Experience at OSU Medical Center
%Very Good or Good
70.10%
Very Good 47.8%
Good 22.3%
Fair 12.8%
Poor 6.5%
Very Poor 10.7%
Includes Ohio State’s University Hospital and Ohio State’s University Hospital East.
Outpatient Experience
at OSU Medical Center
%Very Good or Good
95.10%
Very Good 69.4%
Good 25.7%
Fair 3.6%
Poor 0.8%
Very Poor 0.4%
Includes test and Ambulatory Surgery Units.
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey
The Centers for Medicare & Medicaid Services (CMS) created a standardized survey to measure patients’ perspectives of hospital care in areas such as communication, responsiveness and pain management. These service measures show the percentage of patients who rated OSU Medical Center* a 9 or 10 on a 0-10-point scale; an always on a never, sometimes, usually, always scale; or a yes on a yes/no scale in key satisfaction areas.
| |
OSUMC |
State Average |
National Average |
| Overall SatisfactionThis measure indicates the percentage of patients who rated their overall experience as a 9 or 10 on an 11-point rating scale (0 to 10). |
61% |
63% |
63% |
| Nurse CommunicationThis measure indicates the percentage of patients who said that our nurses always exhibited good communication skills. Nurse communication is how often nurses were friendly and courteous to the patient, listened carefully, explained things in an easy-to-understand way and kept the patient informed. |
70% |
73% |
73% |
| Physician CommunicationThis measure indicates the percentage of patients who said that our physicians always exhibited good communication skills. Physician communication is how often physicians treated the patient with courtesy and respect, listened carefully, explained things in an easy-to-understand way and kept the patient informed. |
73% |
77% |
79% |
| ResponsivenessThis measure indicates the percentage of patients who said that our staff always responded. Staff responsiveness is how often the patient received help, such as with bathroom or bedpan use, as soon as they wanted it. |
53% |
61% |
60% |
| Room CleanlinessThis measure indicates the percentage of patients who said their room was always clean. |
62% |
67% |
68% |
| Room QuietnessThis measure indicates the percentage of patients who said their room was always quiet at night. |
49% |
50% |
54% |
| Pain ManagementThis measure indicates the percentage of patients who said their pain was always managed. Pain management is how often staff controlled pain and did everything they could to help with the patient’s pain. |
64% |
66% |
67% |
| Communication About MedicationsThis measure indicates the percentage of patients who said they always got communication about medications. Communication about medication is how often staff told the patient the medicine’s purpose and side effects in an easy-to-understand way. |
55% |
56% |
58% |
| Discharge InformationThis measure indicates the percentage of patients who said they received good discharge information. Discharge information means that staff talked to the patient about having the necessary help after discharge and gave written information about symptoms or health problems to look for. |
85% |
80% |
79% |
* HCAHPS scores are for inpatient areas only, and do not include Ohio State’s Arthur G. James Cancer Hospital and Richard J. Solove Research Institute, OSU Harding Hospital or OSU Rehabilitation Services at Dodd Hall. The data presented is for patients discharged from July 1, 2007, through June 31, 2008.
