Descriptors of the Patient Experience

The information below helps to better describes the attributes that comprise the patient experience as defined through the research of Ascension Health.

Clinical Reputation and Quality (orange)

• Doctors and the hospital have the best reputation for your condition
• The hospital has the latest and greatest treatments and equipment

Administrative Efficiency (blue)

• Registration, scheduling and billing services are handled most efficiently
• You are able to leave the hospital as quickly as possible on the day of your discharge

Comfortable, Convenient Environment (blue)

• The hospital is the cleanest, best maintained and most comfortable
• The hospital is easiest to get around in and offers helpful signs
• The hospital does everything it can to be convenient to you

Compassionate, Respectful Care (green)

• Staff always makes you feel that they care about you
• Staff is the best at making you feel that you can trust them and depend on them
• Nurses and other staff appear happiest and have the most positive attitude
• Someone is always available to talk to you and your family about your fears and concerns
• Staff is the most polite, introduces him/herself, and knows your name

Communication and Empowerment (green)

• Staff is the best at letting you know what is wrong with you and your medical care
• Staff or doctor always tells you when you can expect to go home as soon as possible
• Staff is the best at letting you and your family know what is going on, how long things will take and why there are wait times
• Staff does the best job of listening to you
• You are given all the information you need to make decisions about your care
• You and your family are always involved in decisions about your care

Care Responsiveness (green)

• The staff manages your pain very well
• Doctors and nurses are very good at communicating with each other about your needs and treatment
• Nurses are the most responsive and prompt when you need something
• You never have to wait unnecessarily

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