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	Footnote Key
1.	Fewer than 100 patients completed the HCAHPS survey. Use these rates with caution, as the number of surveys may be too low to reliably assess hospital performance.
2.	This displays less than 12 months of accurate data.
3.	Survey results are not available for this period.
4.	No patients were eligible for the HCAHPS Survey.

Quality Report
Survey of Patients' Hospital Experiences

OSF Saint Francis Medical Center
Org ID: 7410

Survey Date Range	Number of Completed Surveys	Survey Response Rate

April 2011 through March 2012	300 or More	37%

Question

Explanation

How often did doctors communicate well with patients?

Patients reported how often their doctors communicated well with them during their hospital stay. “Communicated well” means doctors explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Doctors "always" communicated well
Hospital Rate	State Average	National Average
81%	81%	81%

Doctors "usually" communicated well
Hospital Rate	State Average	National Average
15%	15%	15%

Doctors "sometimes" or "never" communicated well
Hospital Rate	State Average	National Average
4%	4%	4%

Question

Explanation

How often did nurses communicate well with patients?

Patients reported how often their nurses communicated well with them during their hospital stay. “Communicated well” means nurses explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Nurses "always" communicated well
Hospital Rate	State Average	National Average
80%	77%	78%

Nurses "usually" communicated well
Hospital Rate	State Average	National Average
17%	18%	17%

Nurses "sometimes" or "never" communicated well
Hospital Rate	State Average	National Average
3%	5%	5%

Question

Explanation

How often did patients receive help quickly from hospital staff?

Patients reported how often they were helped quickly when they used the call button or needed help in getting to the bathroom or using a bedpan.

Patients "always" received help as soon as they wanted
Hospital Rate	State Average	National Average
62%	65%	66%

Patients "usually" received help as soon as they wanted
Hospital Rate	State Average	National Average
29%	25%	24%

Patients "sometimes" or "never" received help as soon as they wanted
Hospital Rate	State Average	National Average
9%	10%	10%

Question

Explanation

How often was patients' pain well controlled?

If patients needed medicine for pain during their hospital stay, the survey asked how often their pain was well controlled. “Well controlled” means their pain was well controlled and that the hospital staff did everything they could to help patients with their pain.

Pain was "always" well controlled
Hospital Rate	State Average	National Average
72%	70%	70%

Pain was "usually" well controlled
Hospital Rate	State Average	National Average
23%	23%	23%

Pain was "sometimes" or "never" well controlled
Hospital Rate	State Average	National Average
5%	7%	7%

Question

Explanation

How often did staff explain about medicines before giving them to patients?

If patients were given medicine that they had not taken before, the survey asked how often staff explained about the medicine. “Explained” means that hospital staff told what the medicine was for and what side effects it might have before they gave it to the patient.

Staff "always" explained
Hospital Rate	State Average	National Average
63%	61%	63%

Staff "usually" explained
Hospital Rate	State Average	National Average
19%	19%	18%

Staff "sometimes" or "never" explained
Hospital Rate	State Average	National Average
18%	20%	19%

Question

Explanation

How often were the patients' rooms and bathrooms kept clean?

Patients reported how often their hospital room and bathroom were kept clean.

Room was "always" clean
Hospital Rate	State Average	National Average
75%	72%	73%

Room was "usually" clean
Hospital Rate	State Average	National Average
18%	19%	18%

Room was "sometimes" or "never" clean
Hospital Rate	State Average	National Average
7%	9%	9%

Question

Explanation

How often was the area around patients' rooms kept quiet at night?

Patients reported how often the area around their room was quiet at night.

"Always" quiet at night
Hospital Rate	State Average	National Average
51%	57%	60%

"Usually" quiet at night
Hospital Rate	State Average	National Average
34%	31%	29%

"Sometimes" or "never" quiet at night
Hospital Rate	State Average	National Average
15%	12%	11%

Question

Explanation

Were patients given information about what to do during their recovery at home?

The survey asked patients about information they were given when they were ready to leave the hospital. Patients reported whether hospital staff had discussed the help they would need at home. Patients also reported whether they were given written information about symptoms or health problems to watch for during their recovery.

Yes, staff did give patients this information
Hospital Rate	State Average	National Average
86%	84%	84%

No, staff did not give patients this information
Hospital Rate	State Average	National Average
14%	16%	16%

Question

Explanation

How do patients rate the hospital overall?

After answering all other questions on the survey, patients answered a separate question that asked for an overall rating of the hospital. Ratings were on a scale from 0 to 10, where “0” means “worst hospital possible” and “10” means “best hospital possible.”

Patients who gave a rating of 9 or 10 (high)
Hospital Rate	State Average	National Average
73%	68%	69%

Patients who gave a rating of 7 or 8 (medium)
Hospital Rate	State Average	National Average
20%	23%	23%

Patients who gave a rating of 6 or lower (low)
Hospital Rate	State Average	National Average
7%	9%	8%

Question

Explanation

Would patients recommend the hospital to friends and family?

The survey asked patients whether they would recommend the hospital to their friends and family.

YES, patients would definitely recommend the hospital
Hospital Rate	State Average	National Average
76%	68%	70%

YES, patients would probably recommend the hospital
Hospital Rate	State Average	National Average
21%	27%	25%

NO, patients would not recommend the hospital (they probably would not or definitely would not recommend it)
Hospital Rate	State Average	National Average
3%	5%	5%

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