UHS Quality
UHS Quality

Patient Satisfaction Survey

Press-Ganey

United Health Services has been working with a national research provider, Press-Ganey, for 20 years to measure and improve our patients' satisfaction. Press-Ganey is a consulting company that provides surveying and reporting on services at over 7,000 healthcare facilities in the United States, 63 percent of which were named "America's Best Hospitals" in US News and World Report. This partnership allows us to compare our patient satisfaction metrics to those of other healthcare organizations nationwide.

HCAHPS

In an effort to ensure consistent measurement and consistent consumer reporting of information, HCAHPS was developed. HCAHPS is an acronym for Hospital Consumer Assessment of Healthcare Providers and Systems. It was developed through a collaborative effort between the Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality to publicly report on patient perception of care.

The HCAHPS survey and the Press-Ganey survey essentially measure the same thing, which is the quality of customer service we provide while caring for our patients. In fact, Press-Ganey is one of the primary collectors of data that feed into the HCAHPS system. The HCAHPS survey asks patients "how often" they received good customer service during their stay with us. Instead of a "Very Poor" to "Very Good" scale, patients rate various items on a "Never" "Sometimes" "Usually" or "Always" scale. For example, "How often did your nurses treat you with courtesy and respect?" This data is used by Centers for Medicare and Medicaid Services (CMS) to compare us to other facilities.

We are pleased that our overall rating places us at or above the New York State and nationwide averages. We are excited to see upward trends in all of our scores and expect to continue making progress as we learn from other successful organizations. We also recognize that we have opportunities for improvement. That is the fundamental objective of this process – to identify opportunities to improve and provide a more satisfying patient experience. We are learning from our own successes in some areas, then applying those 'best practices' to areas where we need to improve. We also are sharing best practices with our colleagues around the state and the nation. This is the way the data are designed to be used. The scores can create misleading impressions when used as a hospital rating tool instead of an improvement tool. The data is designed to assist health care improvement, not to appear as a grade on a report card, even though many people refer to this data as a report card.

We are reporting here both those numbers appearing on the Hospital Compare website, as well as our most up-to-date information. Since Hospital Compare aggregates information from hundreds of institutions, there is a delay in publishing data. We choose to make our most current data available as soon as possible. These reports are intended to help hospitals identify opportunities to improve care, and we have demonstrated our ability to use the information to improve our processes and our overall patient experience.

Links

HCAHPS
Hospital Compare
UHS HCAPHS data
UHS Press-Ganey data overview