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Patient-Centered Care

UTMB ranks 12th out of 107 academic health centers nationally for patient-centered care in the hospital setting.

PATIENT-CENTEREDNESS is assessed using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey, a national, standardized, publicly-reported survey of patients’ perspectives of hospital care. Since all hospitals must use this same survey, valid comparisons can be made across hospitals locally, regionally and nationally.

Patient-centered care was defined by the the Institute of Medicine (now the National Academy of Medicine) in 2001 as “providing care that is respectful of and responsive to individual patient preferences, needs, and values and ensuring that patient values guide all clinical decisions”.

UTMB partners with Press Ganey to distribute the survey to randomly selected patients after they have been discharged from the hospital. Patients answer questions about their experience using a scale of "very poor" to "very good." They are also asked to rate the frequency of events during their care (never, sometimes, usually or always). The survey addresses communication with doctors and nurses, responsiveness of hospital staff, pain control, communication about medicines, cleanliness and quietness of hospital environment, and discharge information. It also includes an overall hospital rating/likelihood to recommend rating.

Inpatient Satisfaction

Patients are asked to rate the frequency of events during their care (never, sometimes, usually or always), and addresses the following:

  • Communication with doctors and nurses
  • Responsiveness of hospital staff
  • Pain control
  • Communication about medicines
  • Cleanliness and quietness of hospital environment
  • Discharge information
  • Overall hospital rating / Likelihood to recommend

Outpatient Satisfaction

The Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey is a standardized tool to measure patient perceptions of care delivered in an clinic setting.

The survey asks patients to rate their recent experience with clinicians and their staff. Patients can use these results to assess the overall performance of different kinds of physician practices and groups and/or analyze the performance of a single physician practice or group.

Patients are asked to rate the frequency of events during their care (never, sometimes, usually or always), and addresses the following:

  • Access to Care
  • Provider Communication
  • Test Results
  • Office Staff
  • Overall Provider Rating

Click here to view UTMB Physician Ratings


Equity of Care

UTMB is tied for 1st among 107 academic health centers nationally for equity of care in the hospital setting.

EQUITY of care means our patients consistently receive the same treatment, regardless of differences in race, age, gender, payer status and/or economic status.

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