Inpatient

The following graphs and table evaluate adult patients' self-reported experiences when they receive care during their hospital stay. These results come from the Hospital Consumer Assessment of Healthcare Providers and Systems Hospitals Surveys (HCAHPS). HCAHPS is a joint project from the Centers for Medicare & Medicaid Services (CMS) and the Agency for Health Care Research and Quality (AHRQ). The goal of the HCAHPS initiative is to uniformly measure and publicly report patients' perceptions about their inpatient care.

A sample of patients are contacted after their hospital visit and asked to provide feedback on certain aspects of their care, including communication with doctors and nurses, responsiveness of hospital staff, pain management, hospital environment and discharge information. In some measures, we perform well and in others we could perform better. This information is important as we strive to provide patients with both high-quality care and a positive experience.

Overall Rating of Care
Higher Value = Better Performance

Details

Why is This Measure Important?

On the HCAHPS survey, patients are asked to rate their overall experience at the hospital on a scale of 0 (worst possible experience) to 10 (best possible experience). The graph shows the percentage of patients who gave the University of Michigan Health System a score of 9 or 10 for their overall experience. Some of the factors that strongly influence this "overall" rating are the communication of nurses and physicians, pain management and discharge planning.

How is UMHS Performing?

The University of Michigan Health System has consistently performed better than the national average. In September 2014, 92% of adult patients gave UMHS a high rating for the care they received compared to the national average of 91% percent.

UMHS and Comparison Group Source: Press Ganey surveys

Likelihood to Recommend
Higher Value = Better Performance

Details

Why is This Measure Important?

If patients have a positive experience at the University of Michigan Health System, they are more likely to recommend us to their friends and family. We believe this is an important measure to gauge how satisfied patients are with the care they receive at UMHS.

How is UMHS Performing?

The HCAHPS survey results show that patients are generally very likely to recommend the University of Michigan Health System to others. In September 2014 92% of patients said that they would recommend UMHS, which is higher than the national average.

UMHS and Comparison Group Source: Press Ganey surveys

Key
Measure Higher Values Equal Better Performance UMHS
(12 Month Average Scores
from Hospital Data)
Comparison Group
(Surveyed Hospitals in
Press Ganey Reports)
How We
Compare
How often did nurses communicate well with patients? 90.1% 90.4% Same
How often did doctors communicate well with patients? 89% 88% Better
How often were patients' rooms and bathrooms kept clean? 85% 85% Same
How often was the area around the patients' room kept quiet at night? 72% 79% Less
How often was patients' pain well controlled? 88% 88% Same
Were patients given information about what to do during their recovery at home? 87% 88% Less

Not only is it important for us to receive feedback from our adult patients, but we also want to know how satisfied our youngest patients are. In collaboration with Press Ganey Associates, the University of Michigan Health System solicits the feedback of care givers to evaluate how satisfied they are with the care their loved ones received. The data summary below is specific to children who have stayed at our hospital. Our performance has been generally consistent with other children's hospitals, but we strive to improve in measures where we fall short, like room noise level.

Overall Rating of Care
Higher Value = Better Performance

Details

Why is This Measure Important?

This measure is the average score that parents and caregivers give the University of Michigan Health System based on their overall experience. The score is out of 100 total points. A higher score means better performance.

How is UMHS Performing?

The University of Michigan Health System has performed well on this measure. Participants in the survey on average gave UMHS a score of 94.9 which is very similar to the scores of children's hospitals in the 50th percentile.

UMHS and Comparison Group Source: Press Ganey surveys.

Likelihood to Recommend
Higher Value = Better Performance

Details

Why is This Measure Important?

The survey includes questions about whether patients would recommend the hospital to their friends and family members. This information is another way to evaluate the level of satisfaction that our patients have when they receive their care at the University of Michigan Health System.

How is UMHS Performing?

The University of Michigan Health System scored an average of 96.5% in this measure, which is very similar to the latest scores from children's hospitals in the 50th percentile of the comparison group.

UMHS and Comparison Group Source: Press Ganey surveys.

Key
Measure Higher Values Equal Better Performance UMHS
(12 Month Average Scores
from Hospital Data)
Comparison Group
(Surveyed Hospitals in
Press Ganey Reports)
How We
Compare
How well would you rate the care received from nurses? 95 93 Better
How well would you rate the care received from physicians? 91 90 Better
How well was your child's room kept clean? 93 88.1 Better
How well was your child's pain controlled? 90.4 89.1 Better
How well did our staff respond to complaints? 89.3 87.7 Better
How well did our staff provide information about what to do during your child's recovery at home? 91 91 Same