Patient satisfaction is extremely important to the staff and physicians at Johnston Health. Not only do we strive to provide the best possible clinical care and outcomes, but we want our patients to feel good about the services that they receive. This means sufficient communication between patients and their caregivers, a thorough explanation of procedures and medications, a friendly and accommodating staff, a clean and comfortable facility, and much more. In order to accurately report on our patients’ perspectives of their care, Johnston Health participates in the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS).
The HCAHPS initiative is a standardized survey instrument for measuring patients’ perspectives on hospital care. While many hospitals have collected information on patient satisfaction, prior to HCAHPS there was no national standard for collecting or publicly reporting patients’ perspectives of care that would enable “apples to apples” comparisons to support consumer choice. HCAHPS is a core set of questions that can be combined with a broader, customized set of hospital-specific items. HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.