Emergency Department Patient Satisfaction

Cedars-Sinai Health System participates in the national Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) hospital survey to measure what kind of experience patients have at Cedars-Sinai Medical Center. Developed by a consumer and healthcare research firm called NRC Picker and adopted by the Centers for Medicare & Medicaid Services agency (CMS), these surveys are conducted for the purpose of providing the public with comparable information on the patient experience at inpatient hospitals.

With its behavior-based questions, the NRC Picker survey represents a significant contribution to the HCAHPS program.  This type of question, rather than the more commonly used "agree-disagree" or "poor to excellent" rating scales,  helps the HCAPHS program meet their goal of providing objective and meaningful comparisons to the public through the use of a survey that is credible, useful, and practical.

The graphs below compare Cedars Sinai scores to the NRC Picker average for two general measures of patient experience.
 

Overall Emergency Department Patient Satisfaction Ratings

The graph below shows the percentage of patients surveyed about their overall experience at the Emergency Department at Cedars-Sinai Medical Center who rated it as good to excellent.

These data are compared to the percentage of all Emergency Department patients who responded to the survey done by NRC Picker who rated their experiences as good to excellent.

 

Willingness to Recommend the Cedars-Sinai Emergency Department

A patient's willingness to recommend to friends and family the Emergency Department where he or she has received care is an important indicator of satisfaction with the experience.

The graph below shows the percentage of patients using the services of the Cedars-Sinai Emergency Department who said "yes, definitely" when asked if they would recommend the Cedars-Sinai Emergency Department to friends and family.

These data are compared to the percentage of all patients surveyed by NRC Picker who said they would definitely recommend the Emergency Department where they received care.