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Patient Satisfaction Ratings

Exceeding Expectations

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.

Ensuring Satisfaction

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

(percentage)

Year Inpatients Emergency Department
FY 2015
97
96
FY 2014
97
95
FY 2013
96
93
FY 2012
96
95
FY 2011
96
97
FY 2010
96
94
FY 2009
96
92
FY 2008
96
91
FY 2007
97
93
FY 2006
97
93
FY 2005
97
92
FY 2004
97
94
FY 2003
97
92
FY 2002
98
92
FY 2001
96
90
FY 2000
96
 
FY 1999
96
 
FY 1998
96
 

Overall Outpatient (Ambulatory) Satisfaction

(percentage)

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