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Quality & Core Measure Updates: Patient Satisfaction

Your feedback is very important to us at NMC. Just as vital signs like pulse and blood pressure help us monitor how a patient is doing, feedback from our patients helps us monitor how we are doing. If you receive a survey, we are essentially asking you to help us take our own “vital signs”. By sharing your thoughts, you can help us make our care better in the future – and we have the opportunity to recognize staff who may have gone above and beyond during your care.

About the data below:

NMC works with Avatar to survey our patients. Below you will find a data table reporting on patient satisfaction from different services provided at NMC. You will notice each score is inside a colored block-- this is our "stop-light" system for a quick glance at how we are doing: Green = Equal to or within 5% of the top performing hospital in the Avatar patient satisfaction database, Yellow = Within 10% of the top performing hospital in the Avatar patient satisfaction database, Red = More than 10% below the top performing hospital in the Avatar patient satisfaction database.

Patient Satisfaction

Indicator
(Click an indicator
for details)

NMC
Apr-Jun
2013

NMC
Jul-Sep
2013

NMC
Oct-Dec
2013

NMC
Jan-Mar
2014

National Avatar
Database Max

Overall Score 92.31 90.74 92.67 91.94 94.29
Ambulatory Surgery 93.24 91.70 96.76 94.49 98.12
Emergency 86.59 87.58 91.00 88.24 93.81
Inpatient Units 91.36 87.89 89.70 89.68 96.09
Outpatient Services 92.60 91.84 93.31 91.92 96.85
Physician Offices 93.83 91.80 92.40 92.51 96.43
Urgent Care 90.00 85.05 91.98 91.97 94.28
Obstetrics 92.45 87.47 89.75 91.51 97.77

 

Definitions:

  • Overall Score: The overall satisfaction score measures the patients' perception of satisfaction after receiving care at any of Northwestern Medical Center's Inpatient or Outpatient departments. Back to the table

 

  • Ambulatory Surgery: The ambulatory surgery satisfaction score measure the patients' perception of care provided in Ambulatory Surgery areas at Northwestern Medical Center. Back to the table

 

  • Emergency Department: The emergency department satisfaction score measures the patients' perception of care provided in the Emergency or Intermediate Care area of the Emergency Department. Back to the table

 

  • Inpatient Units: The inpatient unit satisfaction score measures the patients' perception of satisfaction after receiving care in any of Northwestern Medical Center's Inpatient Units (Intensive Care, Medical Surgical, or Family Birth Center). This score does not include obstetric patients. Back to the table

 

  • Outpatient Services: The outpatient services satisfaction score measures the patients' perception of satisfaction after receiving care at any of the following areas of Northwestern Medical Center: Laboratory, Diagnostic Imaging, Rehabilitation Services, Respiratory Therapy, Cardiac Rehab, Cardiac Diagnostic Testing, and Diabetes Educational / Nutritional Counseling. Back to the table

 

  • Physician Offices:  The physician offices satisfaction scoremeasures the patients' perception of satisfaction after receiving care in any of Northwestern Medical Center's Primary Care or Specialty Care offices (Northwestern Georgia Health Center, Northwestern Primary Care, Northwestern Associates in Surgery, Northwestern Interventional Pain Management, Northwestern Obstetrics and Gynecology, Northwestern Ophthalmology, Northwestern Orthopedics) Back to the table

 

  • Urgent Care The walk-in clinic satisfaction score measures the patients' perception of care provided in in the urgent care setting at Northwestern Walk-In Clinic. Back to the table

 

  • Obstetrics: The obstetrics satisfaction score measures the patients' perception of satisfaction after receiving care in Northwestern Medical Center's Family Birth Center. This score only includes obstetric patients. Back to the table

 

  • National Avatar Database: Top score obtained by any hospital nation wide in Avatar's database for a 12 month period. Back to the table