Category Archives: Response

72 hospital patient experience benchmarks

Posted on by • Posted in Cleanliness, Communication, Discharge Information, Discharge Planning, HCAHPS, Health System, Hospital, Hospital Industry, Patient Experience, Patient Experience Benchmarks, Quietness, Response, Responsiveness, Transition of Care • Leave a comment
https://www.beckershospitalreview.com/patient-experience/72-hospital-patient-experience-benchmarks.html?origin=CFOE&utm_source=CFOE&utm_medium=email&utm_content=newsletter&oly_enc_id=2893H2397267F7G

Patient experience measures declined nationwide in 2022, though some hospitals are showing early signs of improvement.

Below are 72 hospital patient experience benchmarks based on national HCAHPS measures from CMS. Data was collected from hospitals in calendar year 2022 and published on CMS’ Provider Data Catalog Nov. 8. Learn more about the methodology here.

Communication with hospital staff

  1. Nurses always communicated well: 79% 
  2. Nurses sometimes or never communicated well: 5%
  3. Nurses usually communicated well: 16%
  4. Nurses always treated them with courtesy and respect: 85%
  5. Nurses sometimes or never treated them with courtesy and respect: 3%
  6. Nurses usually treated them with courtesy and respect: 12%
  7. Nurses always listened carefully: 76%
  8. Nurses sometimes or never listened carefully: 5%
  9. Nurses usually listened carefully: 19%
  10. Nurses always explained things so they could understand: 75%
  11. Nurses sometimes or never explained things so they could understand: 6%
  12. Nurses usually explained things so they could understand: 19%
  13. Physicians always communicated well: 79%
  14. Physicians sometimes or never communicated well: 5%
  15. Physicians usually communicated well: 16%
  16. Physicians always treated them with courtesy and respect: 85%
  17. Physicians sometimes or never treated them with courtesy and respect: 4%
  18. Physicians usually treated them with courtesy and respect: 11%
  19. Physicians always listened carefully: 78%
  20. Physicians sometimes or never listened carefully: 6%
  21. Physicians usually listened carefully: 16%
  22. Physicians always explained things so they could understand: 74%
  23. Physicians sometimes or never explained things so they could understand: 7%
  24. Physicians usually explained things so they could understand: 19%

Responsiveness of hospital staff

  1. Patients always received help as soon as they wanted: 65%
  2. Patients sometimes or never received help as soon as they wanted: 11%
  3. Patients usually received help as soon as they wanted: 24%
  4. Patients always received call button help as soon as they wanted: 64%
  5. Patients sometimes or never received call button help as soon as they wanted: 10%
  6. Patients usually received call button help as soon as they wanted: 26%
  7. Patients always received bathroom help as soon as they wanted: 66%
  8. Patients sometimes or never received bathroom help as soon as they wanted: 11%
  9. Patients usually received bathroom help as soon as they wanted: 23%

Communication about medicines

  1. Staff always explained medicines before giving it to them: 62%
  2. Staff sometimes or never explained: 20%
  3. Staff usually explained: 18%
  4. Staff always explained what new medications were for: 75%
  5. Staff sometimes or never explained new medications: 10%
  6. Staff usually explained new medications: 15%
  7. Staff always explained possible side effects: 48%
  8. Staff sometimes or never explained possible side effects: 31%
  9. Staff usually explained possible side effects: 21%

Discharge information

  1. Yes, staff did give patients information about what to do during their recovery at home: 86%
  2. No, staff did not give patients information: 14%
  3. No, staff did not give patients information about help after discharge: 16%
  4. Yes, staff did give patients information about help after discharge: 84%
  5. No, staff did not give patients information about possible symptoms: 13%
  6. Yes, staff did give patients information about possible symptoms: 87%
  7. Patients who agree they understood their care when they left the hospital: 43%
  8. Patients who disagree or strongly disagree they understood their care when they left the hospital: 6%
  9. Patients who strongly agree they understood their care when they left the hospital: 51%

Cleanliness of hospital environment

  1. Room was always clean: 72%
  2. Room was sometimes or never clean: 10%
  3. Room was usually clean: 18%

Quietness of hospital environment

  1. Always quiet at night: 62%
  2. Sometimes or never quiet at night: 10%
  3. Usually quiet at night: 28%

Transition of care

  1. Patients who agree that staff took their preferences into account: 47%
  2. Patients who disagree or strongly disagree that staff took their preferences into account: 8%
  3. Patients who strongly agree that staff took their preferences into account: 45%
  4. Patients who agree they understood their responsibilities when they left the hospital: 43%
  5. Patients who disagree or strongly disagree they understood their responsibilities when they left the hospital: 6%
  6. Patients who strongly agree they understood their responsibilities when they left the hospital: 51%
  7. Patients who agree they understood their medications when they left the hospital: 37%
  8. Patients who disagree or strongly disagree they understood their medications when they left the hospital: 5%
  9. Patients who strongly agree they understood their medications when they left the hospital: 58%

Overall hospital rating

  1. Patients who gave a rating of six or lower: 9%
  2. Patients who gave a rating of seven or eight : 21%
  3. Patients who gave a rating of nine or 10: 70%
  4. Patients probably would not or definitely would not recommend the hospital: 6%
  5. Yes, patients would definitely recommend the hospital: 69%
  6. Yes, patients would probably recommend the hospital: 25%

Are You A Carrot, Egg or Coffee?

Posted on by • Posted in Adaptable, Adversity, Change, Change Management, Changing Behavior, Crisis, Crisis Management, Leadership, Management, Reaction, Response, Strengths, Stress, Stress Management • Leave a comment

Granddaughter Says Life Is Too Hard. That’s When Grandma Pulls Out A Carrot, Egg & Coffee

Lessons Learned in LifeGrandmother says Carrots, Eggs, or Coffee; “Which are you?” - Lessons Learned in Life

As the story begins, a woman goes to visit her grandmother. She is stressed and frustrated by the way that her life has been going— in a way that many can relate. No sooner is one problem dealt with than another one rises in its place.

The woman tells her grandmother that she’s reaching the end of her rope and doesn’t know how she can go on.

Without a word, the grandmother goes to her kitchen, fills three pots with water, and puts the pots on the stove to boil. Once the water is bubbling away, the grandmother puts a few carrots in one pot, several eggs in the second pot, and ground coffee beans in the third.

After about twenty minutes or so, the grandmother turns off the heat and puts the contents of each pot in a bowl.

She then asks her granddaughter what she sees.

The answer seems obvious. “Carrots, eggs, and coffee,” the granddaughter replies.

The grandmother then tells her granddaughter to feel the softened, boiled carrots, to crack the hard-boiled egg and look at it, and to take a sip of the coffee.

Having done so, the granddaughter asks what it all means. The story continues:

“Her grandmother explained that each of these objects had faced the same adversity — boiling water — but each reacted differently.

“The carrot went in strong, hard and unrelenting. However, after being subjected to the boiling water, it softened and became weak. The egg had been fragile. Its thin outer shell had protected its liquid interior. But, after sitting through the boiling water, its inside became hardened.

“The ground coffee beans were unique, however. After they were in the boiling water, they had changed the water.”

The question for the granddaughter — and for the reader as well — is which one represents how you respond to adversity. Are you the egg? The carrots? Or the coffee?

“Think of this: Which am I? Am I the carrot that seems strong, but with pain and adversity? Do I wilt and become soft and lose my strength?

“Am I the egg that starts with a malleable heart, but changes with the heat? Did I have a fluid spirit, but after a death, a breakup, a financial hardship or some other trial, have I become hardened and stiff? Does my shell look the same, but on the inside am I bitter and tough with a stiff spirit and a hardened heart?

“Or am I like the coffee bean? The bean actually changes the hot water, the very circumstance that brings the pain. When the water gets hot, it releases the fragrance and flavor of your life. If you are like the bean, when things are at their worst, you get better and change the situation around you. When the hours are the darkest and trials are their greatest, do you elevate to another level?”

Of course, the question is posed not just as a way to examine how you respond to adversity now, but in order to learn how to adapt in the future.

We are not permanently carrots or eggs or coffee. Perhaps you have responded as an egg before. Perhaps you’re currently feeling a bit carrot-y. But that doesn’t mean that you can’t make a change.