Patient- and Family-centered Care
We believe that patient satisfaction is an important component of the overall quality of care we provide. This is why we ask our patients to tell us about their experiences in our facilities - everything from the quality of the meals we serve, to the temperature of patient rooms, to how our physicians and nurses respond to a patient's issues and concerns.
What are we doing to improve?
To reliably measure our patients' thoughts about their overall care experience, we work with an independent outside organization to measure the results of our patient satisfaction surveys, compare them to other hospitals in Missouri and across the country, and look for areas where we can improve.
We survey all inpatients within 10 days of their discharge from the hospital. We survey approximately 9 percent of all our outpatients within a week of their visits. Our patients are asked numerous questions in several categories, including:
- Communication with doctors and nurses
- Hospital environment and experience
- Whether they would recommend our hospitals
- Overall hospital rating
During the past few years, we have raised our patient satisfaction scores, and we are striving to continue that trend. We consistently outperform the state and national averages for the percentage of patients who say they would recommend MU Health Care. Our goal is to continue raising our performance and our patients' expectations. To learn more, please click here.
How do we compare to other hospitals?
University of Missouri Health Care patients also are surveyed by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) program, which is conducted for the national Centers for Medicare & Medicaid Services (CMS), a federal program. The HCAHPS survey is similar to our own patient satisfaction survey. It asks questions about several areas relating to patients' satisfaction with their hospital experiences. University of Missouri Health Care has shown a steady increase in patient satisfaction ratings since we began participating in the HCAHPS survey in 2006. To learn more about our HCAHPS surveys and information about how we are performing, please click here.