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(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 U.S. 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 Maximize

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)

Effective Doctor Communication Maximize

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)

Effective Communication about Medication Maximize

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)

Responsiveness of Nursing Services Maximize

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)

Discharge Information Provided Maximize
  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

Effectiveness of Pain Management Maximize
  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)

Cleanliness of Room and Bathroom Maximize

How often were your room and bathroom kept clean?

(Score = % answering "Always")

Quiet at Night Maximize

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

(Score = % answering "Always")

Willingness to Recommend Hospital Maximize

Would you recommend Griffin Hospital to your friends and family?

(Score = % answering "Definitely Yes")

Hospital Rating - Percent 9 or 10 Maximize

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)

The Importance of Patient Centered Care


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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