The Patient Experience

Adventist Health White Memorial uses the Hospital Consumer Assessment of Healthcare Providers and Systems, (HCAHPS), survey. HCAHPS results are publicly reported on the Hospital Compare website.

HCAHPS is a nationally standardized survey that allows consumers the ability to compare hospitals based the ten dimensions listed below.

1. Overall Hospital Rating

2. Communication with the Doctor

3. Communication with the Nurse

4. Responsiveness of Staff

5. Pain Management

6. Communication About Medicines

7. Cleanliness & Quietness of the Hospital Environment

8. Discharge Information

9. Care Transitions

10. Willingness to Recommend

1. Overall Hospital Rating:

Shown as percentage of patients whose overall rating of the hospital was consistent and “Always” on a scale from Never, Sometimes, Usually and Always.

2. Communication with the Doctor:

Measured as the percentage of patients who reported their doctors “Always” communicated well, explained things clearly, listened carefully, and treated the patient with courtesy and respect.

3. Communications with the Nurse:

This is determined as percentage of patients who reported that their nurses “Always” communicated well, explaining things clearly, listening carefully, and treating the patient with courtesy and respect.

4. Responsiveness of Staff:

Shown as percentage of patients who reported that hospital staff were “Always” responsive to their needs when requested.

5. Pain Management:

Measured as percentage of patients who reported that their pain was “Always” well controlled.

6. Medication Explanation:

Explanation is measured by the percentage of patients who reported that staff “Always” educated the patient on medicine’s name, purpose, and side effects.

7. Cleanliness and Quietness of the Hospital Environment:

The percentage of patients who reported that the hospital environment was “Always” clean and quiet at night.

8. Discharge Information:

Percentage of patients who reported they were given information about what to do during their recovery at home, including follow up instructions for an appointment with their primary care doctor.

9. Care Transitions:

Percentage of patients who were discharged from the hospital were asked three key questions to assess the quality of their care transitions, as part of a proposed new measure in the HCAHPS Survey.

10. Willingness to Recommend:

Percentage of patients who reported they were willing to recommend Adventist Health White Memorial to a friend or family member.