Wright Memorial Hospital achieves high score in customer satisfaction

The staff at Wright Memorial Hospital and Wright Memorial Physicians’ Group all received a mark of excellence in patient satisfaction for the second quarter of 2013 from HealthStream, the national peer database for patients’ perception of overall satisfaction of care.

Wright Memorial Hospital scored in the 99th percentile for Overall Satisfaction in Inpatient Care, in the 97th percentile for Overall Satisfaction in the Emergency Department, and in the 94th percentile for Overall Satisfaction in the Physicians’ Group. HealthStream is a CMS (Centers for Medicare and Medicaid Services) approved vendor for the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys and conducts this survey on behalf of Saint Luke’s Health System. Patients are asked to rate their overall satisfactions based solely on a rating from 0-10.

“These scores show the dedication and hard work our employees have been displaying on a daily basis,” Tina Capeder, director of Customer and Facility Services, said. “Customer satisfaction is something we take very seriously, and we’ll continue to take steps to ensure we are giving the best care possible.”

The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. Health care facilities across the nation are scored quarterly in several different categories. This information is then used to help hospitals identify areas that need improvement, as well as areas that are operating at or above national standards. Wright Memorial Hospital’s complete 2013 results will be included in the CMS publically released HCAHPS data next year.