AMC Posts Updated Patient Satisfaction Survey Results

    SARANAC LAKE – The latest round of publicly-reported, patient satisfaction results have been posted for viewing on the Adirondack Medical Center website, www.amcCares.org.
    Similarly to when AMC initially reported its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey results in March, the Medical Center has exceeded the New York State and national average for hospitals covering the timeframe from the fourth quarter of 2006 to the third quarter of 2007.
    In recognition of this continued success, the independent firm handling AMC’s patient satisfaction surveys, Press Ganey, applauded the results.
    “You and each member of your staff should be commended for your HCAHPS scores, which were released in the Hospital Compare website (March 28).  Being identified among the hospitals that perform in the top quartile in patient perceptions of quality is a tremendous achievement and proves that you place a premium on quality interaction and patient-centered care,” according to Jessica Hanyzewski, a consultant with Press Ganey.
    To view a comparison of AMC’s latest HCAHPS results, simply click on the “Commitment to Quality” button on the AMC homepage at www.amcCares.org.
    AMC has for the past several years voluntarily participated in national efforts to increase transparency within the health care industry. On March 28 information about patients’ experience of hospital care was shared publicly for the first time on the Hospital Quality Alliance’s (HQA) website, www.HospitalCompare.hhs.gov.  The HQA is a national public-private collaboration of hospital groups, consumer representatives, physician and nursing organizations, employers and payers, oversight organizations and government agencies dedicated to encouraging hospitals to voluntarily collect and make public quality of care information.
     This public quality of care information is based upon the HCAHPS Survey.  Information for the HCAHPS report is culled from existing customer satisfaction surveys sent to individuals who utilize services at AMC.  Because of this, AMC is strongly encouraging those who utilize its services to respond to the customer satisfaction survey, should they receive one.  Information generated from these surveys is used by AMC to make improvements to the quality of care at the hospital.
    The collected information in the HCAHPS survey includes 27 questions reported as 10 “composite” scores.  Instead of asking patients how satisfied they were with their care, the HCAHPS survey asks how often different aspects of care were provided, such as how often a doctor listened to their questions or concerns.
    Within those 10 scoring categories – communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, quietness of the hospital environment, overall rating of the hospital, and willingness to recommend the hospital – AMC exceeded the New York State and national average.
 Most questions on the HCAHPS survey ask the patient to report on how frequently something occurred – “always,” “usually,” “sometimes,” or “never.”
    This national standard for collecting or publicly reporting health care consumer information enables valid comparisons to be made across all hospitals.  The public at large can now make “apples to apples” comparisons among health care providers in the Tri-Lakes region, or across the nation if they so desire.

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