Record-high patient satisfaction scores underscore employee excellence

“I cannot express my gratitude enough, for the care, the concern, the help, the warm feeling received from everyone I dealt with.”

“The nurses/staff/housekeeping were the most courteous, they should all be commended.”

“Everyone took exceptional care of me and I never felt rushed. Anytime I had a question or concern, the physician, nurse, etc. took the time to answer my questions.”

“Everyone was extremely caring and kind. I felt like a person, not a number. They treated me with respect.”

These are just a few of the record number of positive comments patients have shared through Press Ganey satisfaction surveys in recent weeks, acknowledging their appreciation for the care they received at Yale New Haven Hospital.

Additionally, April 2020 HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys included record-high scores for patient experience measures in many YNHH departments, including inpatient units, emergency departments and ambulatory sites.

“These scores are extraordinary,” said Joan Kelly, Yale New Haven Health chief experience officer. “Our employees always work diligently to provide a quality experience to each of our patients. Given current circumstances in this age of COVID, while it may be increasingly challenging, it is also increasingly important to provide the best experience possible.”

Scores for nurse communication in April were in the 95th percentile – YNHH’s highest ever. The courtesy and respect shown to our patients scored in the 97th percentile, with great gains in the measure of staff explaining information in a way patients understood.

Scores for another HCAHPS measure, care transition, are usually low at hospitals across the country. YNHH’s score has risen to the 84th percentile nationally, due to improvements in how staff prepare patients for their transition upon discharge to home or to alternate care.

“In the healthcare industry, patient satisfaction is traditionally lower during April, so it is especially gratifying to see our staff’s good work regarded so highly,” Kelly said. “The heartfelt comments and positive ratings from patients and families reflect their admiration and appreciation for our skilled, professional employees – our healthcare heroes – during these especially difficult times. This comment sums it up nicely: ‘The best of the best. Wonderful, kind and caring.’”