Patient satisfaction

For Best Printing Results:

(If you don't know which browser you are using, you are probably using Internet Explorer.)

If You Are Using Internet Explorer

  1. Click on the top Tools menu
  2. Select "Internet Options"
  3. Click on the Advanced tab
  4. Scroll down to the Printing heading
  5. Check the box called "Print Background Colors and Images"
  6. Hit the OK button
  1. Then, click on the top File menu
  2. Select "Page Setup"
  3. Under "Orientation", select "Landscape"
  4. Hit the OK button
  5. Proceed with printing
  6. Hit the OK button
  7. Proceed with printing

If You Are Using Netscape, Mozilla, or Firefox

  1. Click on the top File menu
  2. Select "Page Setup"
  3. Under "Format", select "Landscape"
  4. Under "Options", select "Print Background (colors & images)"
  5. Hit the OK button
  6. Proceed with printing
  7. Under "Options", select "Print Background (colors & images)"
  8. Hit the OK button
  9. Proceed with printing

One of the most important ways that hospitals assess and improve their quality is to ask patients what they think. Norton Healthcare currently assesses patient satisfaction with two surveys. First, an outside company (Press Ganey Associates, Inc.) conducts mail surveys of a random sample of Norton Healthcare patients. The first section of this web page shows the results of the   Press Ganey Associates, Inc. surveys. (Note: In some cases, Kosair Children's Hospital is compared to a different average from the other hospitals.)

The second section of this web page shows the results of a survey developed by the Centers for Medicare and Medicaid (CMS). The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is utilized by all adult hospitals submitting data to CMS. Two of the HCAHPS questions are general: one asks patients to rate their overall experience at the hospital and the other asks patients whether they would recommend the hospital to friends and family. Other questions ask patients to rate their experiences related to communication with hospital staff, the hospital environment, medication, pain control, and discharge information. Because the HCAHPS data are currently unadjusted, we are not performing any significance testing to compare the performance of our hospitals to the U.S. average. All of our HCAHPS results will appear in italics below. Once CMS publicizes their risk adjustment model, we will show our adjusted statistics and any color-coded results of significance testing.

Click on the indicator description or on the results to obtain the full report.

Key

better than U.S. average near U.S. average worse than U.S. average # = too few eligible cases to calculate a reliable statistic
blank = does not apply
italic number = no comparative data
  Desired Performance Norton Audubon Norton Hospital Norton Suburban Kosair Children's Kentucky U.S.
Average overall patient satisfaction
inpatients high 84 85 86 87   84
emergency department high 84 81 82 80   83
outpatient surgery high 93 92 93 92   92
outpatients high 92 91 93 89   91
 Desired PerformanceNorton Audubon Norton HospitalNorton SuburbanKosair Children's KentuckyU.S.
HCAHPS - percent of inpatients who
rated hospital a 9 or 10 (out of 10) during their stay  high 63 64 62     64
would definitely recommend hospital to family/friends high 62 68 70     68
 Desired PerformanceNorton Audubon Norton HospitalNorton SuburbanKosair Children's KentuckyU.S.
HCAHPS - percent of inpatients who responded "Always" to
questions about communication with nurses (average of three questions below) high 71 73 74     74
nurses treat with courtesy/respect high 78 79 78     82
nurses listen carefully to you high 69 69 70     71
nurses explain in way you understand high 67 70 73     70
questions about responsiveness of hospital staff (average of two questions below high 52 61 61     61
call button help as soon as you wanted it high 48 59 56     59
help toileting as soon as you wanted high 56 63 66     62
questions about communication with doctors (average of three questions below) high 79 81 84     79
doctors treat with courtesy/respect high 86 89 88     86
doctors listen carefully to you high 77 80 83     77
doctors explain in way you understand high 73 76 81     74
room and bathroom kept clean high 61 60 59     70
area around room quiet at night high 47 46 49     55
questions about pain control (average of two questions below) high 64 69 68     68
pain well controlled high 56 63 62     61
staff do everything to help with pain high 71 76 75     76
questions concerning communication about medicines (average of two questions bel high 55 60 57     58
staff tell you what new medicine was for high 67 74 72     71
staff describe medicine side effect high 43 46 43     45
 Desired PerformanceNorton Audubon Norton HospitalNorton SuburbanKosair Children's KentuckyU.S.
HCAHPS - percent of inpatients who responded "Yes" to
questions about discharge information (average of two questions below) high 80 84 81     80
staff talk about having help after leaving hospital high 76 81 69     78
received written info on symptoms/problems to look for high 84 88 92     82

View questions and answers related to Norton Healthcare's patient satisfaction scores.

For more information about Norton Healthcare's Quality Report please email us at quality@nortonhealthcare.org.
View the Quality Report Disclaimer.