Patient Experience and Perspective

(Hospital Consumer Assessment of Healthcare Providers and Systems – HCAHPS)

Patient satisfaction is an important element in healthcare quality.

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a national, standardized survey of hospital patients. HCAHPS was created to publicly report the patient's perspective of hospital care. The survey asks a random sample of recently discharged patients about important aspects of their hospital experience.

Nurse Communication
FHN Quality Score 77%
National Average 77%
Illinois Average 76%
Doctor Communication
FHN Quality Score 76%
National Average 81%
Illinois Average 80%
Responsiveness of Hospital Staff
FHN Quality Score 61%
National Average 65%
Illinois Average 63%
Pain Management
FHN Quality Score 70%
National Average 70%
Illinois Average 69%
Communication About Medications
FHN Quality Score 54%
National Average 62%
Illinois Average 60%
Cleanliness of Hospital
FHN Quality Score 72%
National Average 72%
Illinois Average 72%
Quietness of Hospital
FHN Quality Score 55%
National Average 59%
Illinois Average 56%
Discharge Information
FHN Quality Score 80%
National Average 83%
Illinois Average 83%
Overall Rating of Hospital of 9 and 10
FHN Quality Score 61%
National Average 68%
Illinois Average 67%

Information sources:

Clinical Data Source: Illinois Hospital Association, October 1, 2011, through December 31, 2011
HCAHPS Data Source: Hospital Quality Alliance Fourth Quarter 2010 through Third Quarter 2011s

WE'RE VERY INTERESTED IN WHAT YOU HAVE TO SAY about the care we provide. If you have comments or suggestions for how we can improve, please call our Customer Focused Consultant at 815-599-6356.