Quality Report Card: The Patient Experience
What does a measurement about the patient experience tell me? Hospitalized patients across the country are now surveyed about their experiences with nursing and physician care, hospital cleanliness, communication and pain control. These surveys are nationally standardized by the government, and conducted by independent, certified survey firms. Results are easily compared, and can give patients confidence regarding what their experience will be like when they choose to use a specific hospital. We take our results very seriously, and continuously work to improve so that our patients’ experiences are excellent.
Key:
| Better Than Average | Near or At Average | Below Average |
No Average Comparison or Too Few Cases |  Leader in the Industry/Scores in Top 10% |
If you have questions about a specific measure, just click on that measure for a brief explanation. NOTE: Scores are on a continuum, and those reported here are the percentage of patients who “ALWAYS” agreed with the statement being measured.
| Measure | Desired Performance | State Average | National Average | TRH Score |
|---|---|---|---|---|
| Nurses communicated well with patients | High | 79% | 76% | 81% |
| Doctors communicated well with patients | High | 82% | 80% | 79% |
| Patients received help quickly from hospital staff | High | 67% | 64% | 68% |
| Pain was well controlled | High | 71% | 69% | 73% |
| Staff explained about medicines before giving them to patients | High | 63% | 61% | 62% |
| Patients were given information about what to do during recovery at home | High | 84% | 82% | 85% |
| Rooms and bathrooms were kept clean | High | 70% | 72% | 77% |
| Patient rooms were kept quiet at night | High | 62% | 58% | 67% |
| Patients rated hospital experience “best” overall | High | 70% | 68% | 76% |
| Patients would recommend this hospital to friends & family | High | 71% | 70% | 73% |
Data in this report card was obtained from the Centers for Medicare and Medicaid HCHAPS report last updated in July 2011. These results are from patients who had overnight hospital stays from Jan. 2010-Dec. 2010. You may also view quality measures for TRH at
www.hospitalcompare.hhs.gov(the Medicare & Medicaid comparison site); www.NCHospitalQuality.org (the North Carolina Hospital Association comparison site); and www.jointcommission.org (our accrediting agency’s comparison site).
Please note that the dates of measurement differ in each web-based report; therefore, scores may vary based upon the reporting period used. This report card was updated in Aug. 2011. Next update will be made in Nov. 2011.
