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Patient Satisfaction

What patients say about us is a powerful tool in measuring our performance. It let’s us know how we’re doing and it highlights areas where Geisinger can improve. You can see from the information on these pages that we rank above the national average in various inpatient and outpatient visits.

We measure patient satisfaction by asking a company that’s unaffiliated with Geisinger — Press Ganey Associates, Inc. — to conduct surveys of patients throughout the year using HCAPS (Hospital Consumer Assessment of Healthcare Providers and Systems), which provides a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. While many hospitals have collected information on patient satisfaction, prior to HCAHPS there was no national standard for collecting or publicly reporting patients' perspectives of care information that would enable valid comparisons to be made across all hospitals.

In order to make "apples to apples" comparisons to support consumer choice, it was necessary to introduce a standard measurement approach: the HCAHPS survey, which is also known as the CAHPS® Hospital Survey, or Hospital CAHPS. HCAHPS is a core set of questions that can be combined with a broader, customized set of hospital-specific items. HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

Patient satisfaction is being measured in  many other areas throughout the system, not all of which are represented in this section. This update is intended to provide a high level overview of large volume areas throughout the system.