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HCAHPS

  

(Hospital Consumer Assessment of Healthcare Providers and Systems)

The Centers for Medicare & Medicaid Services (CMS) has partnered with the Agency for Healthcare Research and Quality (AHRQ), another agency in the Department of Health and Human Services, to develop HCAHPS; the Hospital Consumer Assessment of Healthcare Providers and Systems Survey. CMS is using the 27-question HCAHPS survey (a standardized survey instrument and data collection methodology) to help healthcare consumers make "apples to apples" comparisons of hospital care from the patient perspective. Results from this survey were first published on the Centers for Medicare & Medicaid Services (CMS) website on March 28, 2008, with data from more than 2,500 hospitals around the country now available as part of this first release.

Griffin originally adopted the HCAHPS patient experience survey instrument as its sole patient satisfaction survey in 2005, and its scores have continued to compare favorably to both Connecticut hospitals and other hospitals participating in the various state and national pilots of the HCAHPS survey tool.

Griffin's historical and current fiscal year appear below, along with the average scores from Connecticut hospitals and hospitals across the country for each of the 10 composite HCAHPS categories. (Griffin's fiscal year runs from October 1 - September 30).

Effective Nurse Communication

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How often did nurses:

  1. treat you with courtesy and respect?
  2. listen carefully to you?
  3. explain things in a way you could understand?

(Score = % answering "Always" to all three questions)

Year Score Comments
US Average 78
FY 2014 (7 Months) 85.7
FY 2013 84.0
FY 2012 82.0
FY 2011 83.8
FY 2010 82.1
FY 2009 82.9
FY 2008 81.4
FY 2007 87.6
FY 2006 88.0
CT Average 77

Effective Doctor Communication

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How often did doctors: 

  1. treat you with courtesy and respect?
  2. listen carefully to you?
  3. explain things in a way you could understand?

(Score = % answering "Always" to all three questions)

Year Score Comments
US Average 81
FY 2014 (7 Months) 80.4
FY 2013 79.6
FY 2012 79.2
FY 2011 81.5
FY 2010 79.8
FY 2009 80.4
FY 2008 78.7
FY 2007 87.3
FY 2006 90.5
CT Average 79

Effective Communication about Medication

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Before giving you any new medicine, how often did hospital staff:

  1. tell you what the medicine was for?
  2. describe possible side effects in a way you could understand?

(Score = % answering "Always" to both questions)

Year Score Comments
US Average 63
FY 2014 (7 Months) 69.7
FY 2013 69.1
FY 2012 65.8
FY 2011 65.3
FY 2010 66.3
FY 2009 66.8
FY 2008 63.0
FY 2007 73.4
FY 2006 82.1
CT Average 61

Responsiveness of Nursing Services

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After you pressed the call button, how often did you:

  1. get help as soon as you wanted it?
  2. get help in getting to the bathroom or in using a bedpan as soon as you wanted it?

(Score = % answering "Always" to both questions)

Year Score Comments
US Average 67
FY 2014 (7 Months) 70.4
FY 2013 71.7
FY 2012 71.6
FY 2011 70.9
FY 2010 68.1
FY 2009 65.3
FY 2008 64.9
FY 2007 73.0
FY 2006 77.4
CT Average 63

Discharge Information Provided

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  1. Did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
  2. Did you get information in writing about what symptoms or health problems to look out for after you left the hospital?

(Score = % answering "Yes" to both questions

Year Score Comments
US Average 84
FY 2014 (7 Months) 90.2
FY 2013 89.7
FY 2012 88.1
FY 2011 87.5
FY 2010 84.9
FY 2009 83.7
FY 2008 83.1
FY 2007 83.8
FY 2006 87.5
CT Average 83

Effectiveness of Pain Management

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  1. How often was your pain well controlled?
  2. How often did the hospital staff do everything they could to help you with your pain?

(Score = % answering "Always" to both questions)

Year Score Comments
US Average 71
FY 2014 (7 Months) 76.9
FY 2013 75.2
FY 2012 73.6
FY 2011 76.9
FY 2010 74.6
FY 2009 76.3
FY 2008 75.9
FY 2007 81.6
FY 2006 85.2
CT Average 70

Cleanliness of Room and Bathroom

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How often were your room and bathroom kept clean?

(Score = % answering "Always")

Year Score
US Average 73
FY 2014 (7 Months) 83.0
FY 2013 82.4
FY 2012 80.6
FY 2011 82.2
FY 2010 79.5
FY 2009 83.5
FY 2008 82.3
FY 2007 86.0
FY 2006 87.6
CT Average 72

Quiet at Night

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How often was the area around your room quiet at night?

(Score = % answering "Always")

Year Score Comments
US Average 60
FY 2014 (7 Months) 62.2
FY 2013 62.1
FY 2012 64.0
FY 2011 63.0
FY 2010 62.4
FY 2009 59.7
FY 2008 61.4
FY 2007 68.5
FY 2006 64.4
CT Average 52

Willingness to Recommend Hospital

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Would you recommend Griffin Hospital to your friends and family?

(Score = % answering "Definitely Yes")

Year Score Comments
US Average 71
FY 2014 (7 Months) 83.4
FY 2013 81.5
FY 2012 78.6
FY 2011 83.4
FY 2010 79.8
FY 2009 83.2
FY 2008 80.9
FY 2007 86.9
FY 2006 85.7
CT Average 71

Hospital Rating - Percent 9 or 10

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Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital?

(Score = % ranking hospital 9 or 10)

Year Score Comments
US Average 70
FY 2014 (7 Months) 77.5
FY 2013 77.9
FY 2012 76.9
FY 2011 77.5
FY 2010 75.4
FY 2009 75.6
FY 2008 73.4
FY 2007 77.1
FY 2006 74.0
CT Average 68

The Importance of Patient Centered Care

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A fundamental belief at Griffin is that to provide an exceptional patient experience every employee is considered a caregiver. The hospital also believes that a patient's HCAHPS overall rating is based on the total hospital experience and includes the many unique aspects of the Planetree patient-centered care model.  This unique Planetree experience includes amenity services such as: volunteers baking muffins and cookies in residential kitchens on patient units; gentle had rubs provided to patients; live entertainment, including musicians and artists on nursing units; and the hospital's therapy dog visitation program.

Griffin continues to dedicate its efforts at the department level and through interdisciplinary groups to create an exceptional patient experience. The hospital appreciates the feedback it receives from its patients and visitors, which it uses to further improve its care processes. If you would like to provide feedback on your Griffin Hospital experience please email us.


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