HCAHPS

Patient Satisfaction at Southeast Among the Highest in Region, State and Nation

The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is a nationally standardized survey that captures patients‘ perspectives of their hospital care. It allows consumers, for the first time, to compare hospitals based on measures of how effectively they are satisfying patients‘ needs and expectations. The survey‘s 27 questions look beyond clinical outcomes and technical capabilities of hospitals and focus instead on aspects of the care experience that are particularly meaningful to patients, including:

  • Communication with doctors
  • Communication with nurses
  • Communication about medications
  • Responsiveness of hospital staff
  • Pain management
  • Quality of discharge instructions
  • Cleanliness of hospital environment
  • Quiet of hospital environment

With hospitals‘ scores publicly reported by the Centers for Medicare and Medicaid Services on its Hospital Compare website (www.hospitalcompare.hhs.gov), accessible by consumers, competitors and media alike, sound performance on these measures is imperative. Indeed, the HCAHPS program has elevated the importance of hospitals paying attention to the patient experience, and consequently, has considerably fueled interest in patient-centered approaches to care.

The following table lists Southeast’s latest HCAHPS scores compared to state and national averages:

  Southeast Hospital logo AVERAGE U.S. HOSPITAL SCORE AVERAGE MISSOURI HOSPITAL SCORE

Southeast Hospital’s National, State and Regional Rankings*

RATING OF CARE: Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest).

80%

67%

68%

National Ranking: Top 10 Percent Missouri Ranking: 3rd (tie)
Southeast Missouri Ranking: 1st

RECOMMENDATION: Patients who reported YES, they would definitely recommend the hospital.

85%

69%

69%

National Ranking: Top 5 Percent
Missouri Ranking: 3rd (tie)
Southeast Missouri Ranking: 1st

Patients who reported that their nurses "Always" communicated well.

85%

76%

77%

National Ranking: Top 10 Percent Missouri Ranking: 2nd (tie)
Southeast Missouri Ranking: 2nd

Patients who reported that their doctors "Always" communicated well.

81%

80%

81%

National Ranking: Top 40 Percent Missouri Raking: 39th
Southeast Missouri Ranking: 7th

Patients who reported that they "Always" received help as soon as they wanted.

72%

64%

65%

National Ranking: Top 20 Percent Missouri Ranking: 11th (tie)
Southeast Missouri Ranking: 3rd (tie)

Patients who reported that their pain was "Always" well controlled.

74%

69%

69%

National Ranking: Top 15 Percent Missouri Ranking: 9th (tie)
Southeast Missouri Ranking: 3rd

Patients who reported that staff "Always" explained about medicines before giving it to them.

64%

60%

60%

National Ranking: Top 25 Percent Missouri Ranking: 20th (tie)
Southeast Missouri Ranking: 4th

Patients who reported that their room and bathroom were "Always" clean.

76%

71%

72%

National Ranking: Top 25 Percent
State and Region Comparisons Not Available

Patients who reported that the area around their room was "Always" quiet at night.

67%

58%

58%

National Ranking: Top 20 Percent
State and Region Comparisons Not Available

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

88%

82%

83%

National Ranking: Top 10 Percent Missouri Ranking: 4th (tie)
Southeast Missouri Ranking: 1st

* Includes 114 hospitals in Missouri, 13 of which are in the Southeast Missouri region