Patient satisfaction with doctor communication

HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) is a national, standardized survey of hospital patients. HCAHPS (pronounced “H-caps”) was created to publicly report the patient’s perspective of hospital care. The survey asks a random sample of recently discharged patients about important aspects of their hospital experience.

The HCAHPS results posted on Hospital Compare allow consumers to make comparisons between hospitals, and to compare individual hospitals to state and national averages/benchmarks.

Communication between patients and their doctors is an important part of quality healthcare. A higher score may indicate that a hospital provides a higher level of patient care.

About this measure

The questions asked for this measure are: “During this hospital stay…how often did doctors treat you with courtesy and respect?, … how often did doctors listen carefully to you?, … how often did doctors explain things in a way you could understand?”  Possible responses are Never, Sometimes, Usually, and Always.  The measure reflects the percentage of respondents who answered Always to these questions.

Note: In this case, a higher number is better.  

Most Recent Available Data (Percent)
  2013 Q1
Northwestern Memorial 79
National Average 81
State Average 81
Performance Trend (Percent)
  2011 Q2 2011 Q3 2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4 2013 Q1
Northwestern Memorial 78 79 79 80 81 79 78 79
National Average 80 81 81 81 81 81 81 81
State Average 80 80 80 81 81 81 81 81
Source:U.S. Department of Health & Human Services,
Doctors "always" communicated well