Patient Satisfaction Ratings

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A Griffin Hospital organizational commitment is to meet or exceed expectations and create an exceptional experience for patients and their families that results in industry leading levels of patient satisfaction. To monitor achievement of this goal, Griffin measures patient satisfaction with all services using various techniques.

To measure the satisfaction of its inpatients, Griffin Hospital contracts with an independent, private market research company to conduct a telephone survey of 100 discharged patients (about 15% of discharges) each month. In addition to answers to the questions included in the survey, the callers capture narrative comments from patients in response to open ended questions. The results are provided within 30 days of the end of the previous month to the hospital's executive staff and shared with the management team for investigation and corrective action if necessary.

A similar survey of 100 Emergency Department patients is conducted monthly, and the hospital also uses a quarterly mailed survey for all outpatient (ambulatory) services. The results are tabulated by the hospital's Patient Safety and Care Improvement department as part of an overall Performance Report Card and shared with the executive staff and the management team for investigation and corrective action. Patient Satisfaction, Willingness to Return, Willingness to Recommend, and Secured Customer rating results are also provided as part of this Report Card.

Griffin's overall Inpatient Satisfaction, Emergency Department Satisfaction, and Ambulatory Care satisfaction scores appear below:

Patient Satisfaction Trend Report by Fiscal Year

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(percentage)

YearSorted By Year In Descending OrderInpatientsEmergency Department
FY 20159898
FY 20149795
FY 20139693
FY 20129695
FY 20119697
FY 20109694
FY 20099692
FY 20089691
FY 20079793
FY 20069793
FY 20059792
FY 20049794
FY 20039792
FY 20029892
FY 20019690
FY 200096 
FY 199996 
FY 199896 

Overall Outpatient (Ambulatory) Satisfaction

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(percentage)

Fiscal Year 2015 2014 2013 2012 2011 2010 2009 2008 2007 2006 2005 2004
All Departments 95 97 97 97 97 97 97 96 96 96 95 95
Radiology 94 96 97 97 97 96 96 95 95 96 93 94
Laboratory 95 95 96 97 97 95 95 95 95 95 94 95
Short Term Surgery 89 97 97 97 96 97 97 97 98 97 97 96
Physical Medicine 96 97 96 95 95 97 97 96 99 97 98 96
Cardiology 93 96 98 98 97 97 97 97 96 97 95 93
Pulmonary Lab 94 97 96 98 97 99 97 94 96 92 94 95
Endoscopy 98 96 97 98 97 97 97 96 97 97 97 98
Wound Center 91 95 98 98 97 98 96 98 97 99 97 96
Special Procedures Unit 98 98 99 99 99 98 98 98 99 99 98 99
Sleep Wellness Center 96 98 97 98 98 97 99 98 96 96 98 97
Center for Cancer Care 100 99 100 99 100 100
Hewitt Center for Breast Wellness 95 98 96 97 97

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