Patient satisfaction with hospital overall

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.

Patient satisfaction and ratings are indicators of quality healthcare. A higher score may indicate that a hospital provides a higher level of patient care.

About this measure

The question asked for this measure is: “Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your stay?” The measure reflects the percentage of respondents who answered 9 or 10 to these questions.

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

Most Recent Available Data (Percent)
  2013 Q1
Northwestern Memorial 75
National Average 70
State Average 69
Performance Trend (Percent)
  2011 Q2 2011 Q3 2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4 2013 Q1
Northwestern Memorial 76 75 75 75 75 75 74 75
National Average 68 68 69 69 70 70 70 70
State Average 66 67 67 68 68 68 69 69
Source:U.S. Department of Health & Human Services,
Patients who gave a rating of "9" or "10" (high)