CTQ clients averaged above 86% for “How do patients rate the hospital overall?”. Compared to the published national average of 67%, CTQ clients exceeded this key measure by 19 percentage points.
Branford, CT (PRWEB) May 06, 2011
CTQ client scores exceeded 86% and 87% for the two HCAHPS® global measures published on the (U.S. Department of Health & Human Services) Hospital Compare website. For eligible discharges spanning April 1, 2009 through March 31, 2010, CTQ clients averaged above 86% for “How do patients rate the hospital overall?”. Compared to the published national average of 67%, CTQ clients exceeded this key measure by 19 percentage points.
During the same timeframe CTQ clients' average score was above 87% for the HCAHPS® category “Would patients recommend the hospital to family and friends”, exceeding the national published score of 69% by 18 percentage points. These measures were last updated April 11, 2011 on Hospital Compare.
“CTQ views these two specific measures as key loyalty indicators,” notes Paul Faraclas, CTQ’s President and Chief Executive Officer. “We are very pleased to see this exceedingly high level of confidence the public has with our HCAHPS® clients.”
CTQ clients exceeded all 10 nationally published HCAHPS® scores. Other notable areas of excellence were with caregiver communication. Patients responded with scores of 87% and 88% respectively for 'Nurse Communication' and 'Doctor Communication'. "As composite measures, both the nursing and doctor aggregates incorporate 3 distinct responses for 'courtesy and respect, 'listened well, and 'provided explanations that were clear'. These scores are nearly identical in aggregate to the key indicators, which reflects an overall high level of satisfaction and service," said Faraclas.
“CTQ is also pleased to announce a 56.4% response rate for all eligible 2010 discharges," Faraclas added. “The CTQ HCAHPS team emphasizes our goal of surveying patients as expediently as possible. When CTQ does not receive discharge data in a scheduled time interval, an associate immediately contacts the hospital to expedite receipt of their discharge data."
For 2010 completed surveys, the average interval from patient’s discharge to physical mailing was 15.1 days, with 75% of the mailings sent in 12 or less days. Faraclas added, “Our first mailing attempt in 2010 bore 37% response, and CTQ believes the timely delivery of the survey contributes to this high response rate. For hospitals with a small inpatient census, this return is very important as the goal is to receive 300 completed surveys within continuous 12-month timeframes. Our opinion is that the more feedback received, the better insight each hospital has of identifying areas of opportunity to help make improvements as warranted.”
CTQ has been researching scores and correlations to lag time which they expect to release soon.
To learn more about CTQ's HCAHPS® and EdgeSurvey™ Hospital Suite, please visit https://ctqsolutions.com/csp/ctqprod/WSCTQHCAHPSFAQ.html.
About CTQ Solutions, LLC:
CTQ Solutions, LLC is one of healthcare's leading satisfaction survey and benchmarking firm, collecting millions of healthcare data points annually. CTQ offers an array of surveying services and introduced healthcare electronic surveying in 2003. CTQ is the clinical benchmarking arm for the Physician Hospitals of America and since 2008 has been a CMS-certified HCAHPS® vendor.