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Scorecards: Patient Experience

Assuring that patients receive the highest level of care and service is a top priority at Yale-New Haven Hospital. Collaboration, cooperation and coordination are key to ensuring our patients' satisfaction.

One source we use to collect information on patients' perspectives of the care they received while in the hospital is the Hospital Consumer Assessments of Healthcare Providers and Systems (HCAHPS) survey, developed by the Centers for Medicare & Medicaid Services (CMS). In it, patients are asked about their recent overnight visit.

Scorecards pertaining to our patients' overall experience and satisfaction are provided below. You may view the full report at Hospital Compare.

Inpatient (Overnight) Experience

Recommendations from family and friends can be helpful, but only tell you about a specific experience. It may be helpful to examine data reflecting the experiences of many people who have been patients at Yale-New Haven Hospital.

Results/Info Table

Scorecard

What was asked/why it's important

Communication with Nurses

Patients reported whether nurses explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Communication with Doctors

Patients reported whether doctors explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Staff Responsiveness

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.

Pain Management

If pain medication was required during their stay, patients reported if hospital staff did everything they could to help patients manage pain.

Explanation of Medications

If new medicines were prescribed during their stay, patients reported if hospital staff clearly told them what the medicine was for and what side effects it might have before giving it to them.

Cleanliness of Room

Patients reported how often their rooms and bathrooms were cleaned.

Quietness of Room

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

Information on Recovery at Home

Patients reported whether hospital staff had discussed the help they would need at home and whether they were given written information about symptoms or health problems to watch for during their recovery.

Overall Hospital RatingPatients rated the hospital on a scale from 0 ("worst hospital possible") to 10 ("best hospital possible").
Willingness to RecommendPatients said whether they would recommend the hospital to their friends and family.

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