We use a variety of surveys to track patient feedback and gauge how we’re doing. One of our most important ways of collecting patient feedback is a post-care survey administered and mailed to patients’ homes by Press Ganey.
Hospital outpatients and clinic patients are randomly selected to participate in a Press Ganey patient satisfaction survey. After discharge, all hospital inpatients are sent an HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey by Press Ganey.
The HCAHPS survey gives patients the opportunity to rate different facets of their hospital stay on a scale of “never” to “always”. Our goal is to always provide patients with the best experience at Scripps. The results of these patient satisfaction surveys are regularly evaluated and enable us to target areas for quality improvement.
Some patient experience scores are also tracked by the California Hospital Assessment & Reporting Taskforce (CHART), as well as the Integrated Healthcare Association (tracking medical group patients only).