HHC In Focus - Patient Satisfaction

Patient Satisfaction

In HHC hospitals, we believe that by paying close attention to the satisfaction of our patients, we can better assure the quality of healthcare we provide.

Patient satisfaction at HHC hospitals is measured by a standardized survey known as the Hospital Consumer Assessment of Healthcare Providers & Systems (HCAHPS). The survey has been validated by the federal Centers for Medicare and Medicaid Services (CMS) as a standard assessment tool for all hospitals throughout the nation. The survey scores were first made public by CMS in March 2009 and are updated quarterly.

Randomly selected patients admitted to each hospital for general medicine, surgery, obstetrics or gynecologic care are asked a range of questions to measure their satisfaction with various aspects of hospital service. The survey, which is offered to selected patients in their own language, provides an objective basis for comparing each hospital’s performance. It also gives hospital leadership important feedback for improving those aspects of patient care which need further attention.

The survey results shown below reflect the most recently published patient satisfaction scores in HHC hospitals compared to city and state average scores. City averages scores were computed from scores of all New York City hospitals, as reported by CMS.