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Inpatient Patient Satisfaction

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care.

Patients are asked to rate the frequency of events during their care (never, sometimes, usually or always), and addresses how well they felt nurses and doctors communicated with them, how well medication instructions were communicated, how clean and quiet they found the hospital enviroment, how well their discharge instructions were explained and how likely they were to recommend the hospital to others (an overall hospital rating).

Click each section below to expand/collapse for additional information below.

View results for patients who visited our clinics as outpatients >>


+/- Overall: Rate Hospital 9-10

"Rate Hospital 9-10" is an overall rating of the hospital. Patients are asked to rate their experience on a scale of 0 to 10, where "0" means "worst hospital possible" and "10" means "best hospital possible".

UTMB’s Rate Hospital 9-10 has been higher (better) than our Press Ganey peers’ average for the last several years. Nearly three out of four patients have given UTMB the highest rating.

Inpatient Overall Satisfaction

Year

# of Surveys Returned

% Satisfaction

Star Rating (1 to 5)

2015

2394

73.8%

★ ★ ★

2014

1777

73.7%

★ ★ ★

2013

1257

74.2%

★ ★ ★ ★

2012

1179

73.5%

★ ★ ★ ★


+/- Would Recommend the Hospital

Patients were asked if they would recommend UTMB to their friends and family.

Compared to our Press Ganey peers’ average, more UTMB patients would recommend the UTMB to their family and friends. Consistently, including 2015, approximately three out of four patients would recommend UTMB.

Recommend?

Year

# of Surveys Returned

% Surveys Answered "Yes"

Star Rating (1 to 5)

2015

2390

75.1%

★★★

2014

1786

75.9%

★★★

2013

1253

76.6%

★★★★

2012

1174

75.4%

★★★★


+/- Communication with Nurses

"Nurses ‘Always’ Communicated Well" means patients reported always feeling as though the nurses explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Over the last several years, more patients believe UTMB nurses always communicate well than our Press Ganey peers’ nurses. We are about average compared to our Press Ganey peers for 2015.

Communication with Nurses

Year

# of Surveys Returned

% Satisfaction

Star Rating (1 to 5)

2015

7212

80.4%

★ ★ ★

2014

5342

81.1%

★ ★★★

2013

3785

79.7%

★ ★ ★

2012

3565

80.3%

★★★★


+/- Communication with Doctors

"Doctors ‘Always’ Communicated Well" means patients reported always feeling as though the doctors explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

UTMB showed some improvement in Doctor Communication 2014. In 2015, however, we were about average compared to our Press Ganey peers.

Communication with Doctors

Year

# of Surveys Returned

% Satisfaction

Star Rating (1 to 5)

2015

7195

81.8%

★ ★ ★

2014

5341

83.4%

★ ★ ★ ★

2013

3771

81.4%

★ ★ ★

2012

3545

79.3%

★ ★

Click here to view information outpatient (patients who visited clinics) experiences.

+/- Responsiveness of Staff

Patients were asked about how quickly staff responded to their requests for help. Did they receive help as soon as they wanted after they pressed the call button? Were they assisted in getting to the bathroom or in using a bedpan as soon they wanted?

Consistently over the past few years, around 70% of our patients have felt that they received help quickly, a rate which is above our Press Ganey peer average.

Responsiveness of Staff

Year

# of Surveys Returned

% Surveys Answered "Always"

Star Rating (1 to 5)

2015

2143

70.3%

★★★★

2014

1618

70.1%

★★★★

2013

1149

71.7%

★★★★

2012

637

72.1%

★★★★


+/- Pain Well Controlled

Patients were asked about how well their pain was controlled during their hospitalization. Was their pain well controlled? How often did the hospital staff do everything they could to help ease the pain?

This measure represents the percentage of patients who answered “always” to these questions regarding their pain. Compared to our Press Ganey peers, UTMB’s performance consistently has been average or slightly higher over the last few years.

Pain Well Controlled

Year

# of Surveys Returned

% Surveys Answered "Always"

Star Rating (1 to 5)

2015

1825

71.7%

★★★

2014

1409

73.0%

★★★★

2013

1005

70.4%

★★★

2012

581

72.2%

★★★★


+/- Medications Clearly Explained

Patients were asked about how often staff explained about medications before giving the patient medications. Did staff describe what the patient was for and explain any possible side effects in an understandable way?

Compared to our Press Ganey peers over the past few years, more patients at UTMB have felt that staff clearly explained what their medicine was for and what the side effects could be.

Medications Explained

Year

# of Surveys Returned

% Surveys Answered "Always"

Star Rating (1 to 5)

2015

1480

68.1%

★★★★

2014

1117

69.6%

★★★★★

2013

725

69.6%

★★★★★

2012

431

67.2%

★★★★


+/- Cleanliness of the Hospital Environment

Patients were how often their room and bathroom were kept clean. This measure represents the percentage of patients that answered “always” to this question.

Although UTMB performed better on this measure in 2015 than we had in the past, our performance still needs improvement.

Cleanliness of the Hospital Environment

Year

# of Surveys Returned

% Surveys Answered "Always"

Star Rating (1 to 5)

2015

2388

71.1%

★★

2014

1786

67.4%

2013

1255

67.3%

2012

1183

71.9%

★★★


+/- Quietness of Hospital Environment

Patients were asked a question about how often the area around their room was quiet at night. This measure represents the percentage of patients that answered “always” to this question.

Although UTMB has performed consistently above our Press Ganey peers’ average, our score has declined slightly over time. Possible factors might include the staff working on the unit, or, secondly, noise from various construction projects taking place around the hospital.

Quietness of Hospital

Year

# of Surveys Returned

% Satisfaction

Star Rating (1 to 5)

2015

2388

63.3%

★★★★

2014

1778

64.2%

★★★★

2013

1255

65.5%

★★★★

2012

1178

66.9%

★★★★★


+/- Discharge Information

Patients were asked about the information staff gave patients about what to do during their recovery at home. Did hospital staff speak with the patient about whether they'd have help at home after discharge? Did they receive information in writing about what symptoms or health problems to look out for after discharge?

Over time, UTMB’s scores concerning Discharge Information have remained consistent. UTMB has performed better than the Press Ganey peer average, even as our peers have also been making improvements in this area.

Discharge Information

Year

# of Surveys Returned

% Surveys Answered "Always"

Star Rating (1 to 5)

2015

2154

87.9%

★★★

2014

1644

87.6%

★★★

2013

1185

88.4%

★★★★

2012

652

88.7%

★★★★


+/- Care Transition

Patients were asked three questions about how well the staff explained the type of care the patient would need after leaving the hospital. Did the patient and/or their caregivers understand what you would to do after leaving the hospital? Did they understand what medications they would be taking and why after leaving the hospital?

Although UTMB consistently has performed higher than our Press Ganey peers, UTMB is working to improve patient education about the transition of patients’ care from the hospital to home.  

Care Transition

Year

# of Surveys Returned

% Surveys Answered "Always"

Star Rating (1 to 5)

2015

2405

57.3%

★★★★

2014

1783

58.0%

★★★★

2013

1257

59.7%

★★★★★

2012

250

55.5%

★★★


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