Patient satisfaction with timely help

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.

Staff responsiveness to patients is one indicator 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, after you pressed the call button, how often did you get help as soon as you wanted it?, … how often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?”  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 59
National Average 67
State Average 66
Performance Trend (Percent)
  2011 Q2 2011 Q3 2011 Q4 2012 Q1 2012 Q2 2012 Q3 2012 Q4 2013 Q1
Northwestern Memorial 59 57 57 56 57 56 57 59
National Average 65 65 65 66 67 67 67 67
State Average 62 63 64 65 65 65 66 66
Source:U.S. Department of Health & Human Services,
Patients "always" received help as soon as they wanted