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compete on patient engagement 
and satisfaction.

Recently-discharged patients 
are asked during surveys about 
important topics like how well 
nurses and doctors communicated, 
how responsive hospital staff were 
to their needs, and the cleanliness 
and quietness of the hospital 
environment. 

High scores Good Shepherd received 
were in rating the hospital on a 0-10 

scale (95th percentile rank), nurses 
treated the patient with courtesy/
respect (99th percentile rank), nurses 
listened carefully to the patient (99th 
percentile rank), cleanliness of the 
hospital environment (99th percentile 
rank), and communication about 
medicines (99th percentile rank). 

HCAHPS is a CMS-mandated quality 
measurement tool and is ingrained 
in Good Shepherd’s operations 
and Strategic Plan goals. HCAHPS 

surveys are publicly reported on 
Medicare’s Care Compare website 
(https://www.medicare.gov/care-
compare/) and overall star quality 
ratings are assigned based on 
patient feedback, which can be 
very useful for consumers. Good 
Shepherd recently improved to a 
four-star (out of 5 stars) patient 
survey rating last January and staff 
were celebrated with recognition 
and appreciation activities. 

Members of the Executive Team presented Family Birth 
Center team members with a trophy in recognition of 
the 2nd Quarter Service Excellence Award. The Service 
Excellence Council selected the FBC for this award 
based on positive patient and family feedback, including 
their Press Ganey HCAHPS Patient Experience scores.

Emergency Department staff earned the 100th 
Percentile in Patient Callback & Satisfaction Report 
in December 2021.