Press Ganey report: Patient satisfaction increasing across the country

Patient satisfaction is on the rise, according to Press Ganey’s annual Hospital Pulse Report. The report surveyed nearly 3 million patients about their experiences at more than 2,000 hospitals nationwide during 2008. Overall, patient satisfaction has steadily increased since 2003, with 85% of those surveyed reporting satisfaction with care in October 2008. Additionally, Press Ganey found that more patients than ever before (a 1.96 % increase) were likely to recommend the facility where they had received care to a friend. The area that most affects how patients rate their care corresponds to communication—how staff members communicate with patients, especially when patients express concerns or complaints during their stays.

The report identifies as a catalyst for quality improvement that hospitals began publicly reporting their Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) data in March 2008, and in turn increased patient satisfaction scores. The scores are available on www.hospitalcompare.hhs.gov. Some members of the public are turning to the site to find information for comparing inpatient care in their area. However, according to the report, the larger effect has been that providers are aware of their own and their competitors’ scores, and are putting more effort into delivering patient-centered care as a result.

Have you seen a change in how services are offered, or how your day-to-day shifts occur due to some of the focus areas on the HCAHPS survey?

Click here to find the full Hospital Pulse Report.