Patient Satisfaction Survey

Survey report for Quarter 1, 2011

Percentile Ranking of Top Box Scores in CMS Database

 

	Grand Mean Rank*	Communication with Nurses	Communication with Doctors	Responsiveness of Hospital Staff	Pain Management
HSH**	99th %ile	93rd %ile	98th %ile	96th %ile	99th %ile

 

	Communication about Medicines	Discharge Information	Cleanliness of Hospital Environment	Quietness of Hospital Environment	Overall Rating of this Hospital	Willingness to Recommend this Hospital
HSH**	94th %ile	99th %ile	98th %ile	98th %ile	99th %ile	99th %ile

*These Grand Mean percentile ranks are based on Gallup's Database, not the CMS database.

**HSH = Loma Linda University Heart and Surgical Hospital

What is a percentile rank, and what does it mean?

Percentile identifies the percentage of a group, in this case hospitals, that an individual hospital’s score is better than. For example, a hospital’s patient satisfaction score with a percentile rank of 73 means that hospital’s score is higher than 73% of the comparison hospitals. For HCAHPS, the comparison hospitals may be made up of other hospitals that use Gallup or the HCAHPS survey (about 4000 hospitals).