Service Excellence

Service Excellence measures the satisfaction scores of patients who have had a procedure at our facility in a given timeframe. Satisfaction surveys are administered by an independent research company – Press Ganey. There are two types of surveys:

• Inpatient: required survey as part of Centers for Medicare & Medicaid Services (CMS) regulatory compliance. Also referred to as Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS surveys are for patients admitted to the hospital and staying overnight, view HCAHPS surveys online.
• Outpatient: optional survey that Hoag chooses to offer patients not admitted to the hospital who usually stay less than 24 hours.

Because of Hoag’s expertise at minimally invasive gynecologic approaches, the majority of hysterectomies are done as outpatient procedures – meaning most patients feel good and are well enough to go home the same day of surgery or within 24 hours (i.e. classified as Outpatient).

The data below is from Press Ganey and specific to the Gynecology specialty for the question: “Confidence in Skill of Physician” and compares Hoag’s scores to other hospitals in our regions. The hospitals in Hoag’s comparative regions are from the following states: Alaska, Arizona, California, Colorado, Hawaii, Idaho, Montana, New Mexico, Nevada, Oregon, Utah, Washington and Wyoming5.

This comparative data helps us better assess the satisfaction of our patients. As you can see in the graphic below, Hoag’s satisfaction scores improved over time and continue to exceed satisfaction scores from patients having similar procedures at other hospitals in our regions.

*Patient Satisfaction scores from Press Ganey, Ambulatory Surgery Report, Gynecology Specialty.

References:

5 Press Ganey, Ambulatory Surgery Report, Gynecology Specialty