Patient satisfaction with nurse 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 nurses 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 nurses treat you with courtesy and respect?, … how often did nurses listen carefully to you?, … how often did nurses 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 measure, a higher number is better.  

Most Recent Available Data (Percent)
  2013 Q1
Northwestern Memorial 75
National Average 78
State Average 79
Performance Trend (Percent)
  2011 Q2 2011 Q3 2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4 2013 Q1
Northwestern Memorial 74 75 75 75 75 74 73 75
National Average 77 77 77 78 78 78 78 78
State Average 76 76 77 77 78 78 78 79
Source:U.S. Department of Health & Human Services,
Nurses "always" communicated well