Patient Satisfaction

At Saint Luke’s Health System, our nursing staff and entire team is dedicated to ensuring our patients receive safe, high quality, and high value care. Our goals are exceptional care and patient satisfaction. If you have any questions or concerns, please let us know.

HCAHPS Patient Perception of Care Survey

One way Saint Luke’s measures patient satisfaction is with the national Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. You may receive a phone call or email asking you to participate. We would appreciate your participation and feedback.

HCAHPS is a national standardized survey designed to measure patients’ perceptions of their hospital care. Saint Luke’s uses HealthStream to conduct our patient surveys. 

How patients are selected

Patients age 18 and older who are discharged after at least one 24-hour stay in the hospital may be selected for a survey. Patients are chosen randomly. HealthStream contacts patients anywhere from 48 hours to six weeks after discharge.

HCAHPS measurements

Nine critical aspects of care, referred to as the HCAHPS domains, are covered in the survey questions, including:

  • Communication with nurses
  • Communication with doctors
  • Communication about medicine
  • Responsiveness of hospital staff
  • Hospital environment
  • Pain management
  • Discharge information
  • Transition of care
  • Overall hospital rating and recommendation

Our patient experience initiatives

Medications: Nurses will discuss medications by name, dosage, and possible side effects. If you have any questions, please ask your nurse. 

Shift change report: Nurses conduct a bedside report at shift change to ensure your daily plan of care and expectations are clearly outlined. This report improves the communication and collaboration between you and your nurse. It is also a great time for you or your family to ask any questions related to your care.

Clinical hourly rounding: To proactively and consistently respond to patients’ needs and requests, we conduct rounds to ensure our nursing team visits each patient every hour during the day and every other hour at night. During these rounds, nurses will inquire about your needs, such as using the bathroom, assessing pain and position, and ensuring possessions are within reach.