During fiscal year 2007-08, UAMS received 2,400 patient satisfaction surveys from patients who had been treated in our hospital. Almost 83% replied that they were satisfied with the care received at UAMS.
Other responses included:
- Likelihood of recommending UAMS hospital - 85.5%
- Friendliness/courtesy of the nurses - 92.8%
- Friendliness/courtesy of physician - 90.2%
- Skill of physician - 93.2%
While these numbers are exceptional, we continue to work to improve our customer service. In 2008, an employee training program designed by the Disney Institute was added to the education we provide to all UAMS employees to help us better meet the needs of our patients and provide compassionate care. Our commitment to creating comfort, hope and healing for our patients and families is our number one priority.
UAMS Medical Center contracts Press Ganey Associates to conduct unbiased, objective patient satisfaction surveys. These surveys are mailed to randomly selected patients after their discharge. Patients who elect to participate answer a series of questions rating their experience on a scale of Very Good, Good, Fair, Poor and Very Poor in 14 categories. The answers are converted to numeric scores based on the scale below:
Very Good = 100
Good = 75
Fair = 50
Poor = 25
Very Poor = 0
Scores from each survey are compiled to produce an overall patient mean. The overall scores are then averaged and combined with a database of more than 275 other hospitals. For the purposes of this report, scores are compared to those of other 300-449 bed hospitals in the database.
In addition to the Press Ganey surveys, the HCAPS report http://www.hospitalcompare.hhs.gov includes questions on patient satisfaction.
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