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Service Excellence

Press Ganey Patient Satisfaction Scores

4th Quarter Reporting Period: July through September, 2011

Randolph Hospital partners with Press Ganey, a surveying company, in order to collect information on how well our patients think we are doing. We are then able to use this information to identify areas of opportunity in which we can work to make improvements within our organization.

Below, you will see graphs that represent the most recent patient satisfaction scores for the five main areas of our hospital: Ambulatory Surgery, Emergency Department, Home Health, Inpatient Services, and Outpatient Services.

When looking at these graphs, you will see quite a lot of information.

• On the left hand side of the graph, you will see data for Fiscal Year 2007 through Fiscal Year 2011 column. On the right hand side, you will see data for the last four quarters. We show four quarters so that we can monitor for trending in the scores.
• The red line shows what Randolph Hospital’s percentile ranking is in the Press Ganey database. This is how we are compared to other organizations that use Press Ganey’s services. For percentile ranking, 99% is the highest score you can achieve, while 1% is the least.
• The vertical columns in these graphs show what Randolph Hospital’s patients are saying about our organization. These are our scores alone and are not compared to any other organizations. Patients answer survey questions with the responses of Very Poor, Poor, Fair, Good or Very Good. On these graphs, you can see the percentage of people that answered survey questions with the rating of Very Good (in blue), Good (in green) or Fair (in yellow).