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Hospital CEO: ‘We’re on par’ with rest of state

President reacts after bloggers respond to survey

Posted: March 5, 2011 1:55 a.m.
Updated: March 5, 2011 1:55 a.m.

A survey of Henry Mayo Newhall Memorial Hospital patients taken in 2009 shows the local hospital ranks about average in terms of patient satisfaction.

“The results indicate that we’re on par in most cases with the state average,” President and CEO Roger E. Seaver said Friday. “However, our goal is to be much higher, as patient satisfaction and safety are our highest priorities. We have implemented new quality initiatives that will allow us to always exceed expectations.”

At least 84 people filled out surveys in 2009, according to The Joint Commission, a Chicago-based hospital review organization. The results were published in October 2010 and drew the attention of local bloggers this week.

The Joint Commission based its findings on 28 percent of 300 surveys completed by patients.

How well did patients rate Henry Mayo Newhall Memorial hospital overall?

More than half (53 percent) gave Newhall Memorial high ratings (a 9 or 10 out of 10) compared with a statewide average endorsement of hospitals of 63 percent and an even higher average for hospitals across the country.

Would patients recommend Newhall Memorial to friends and family?

More than half its patients (58 percent) said they would, compared to a state average response of 67 percent, and 69 percent nationally.

Doctor communication
On the question of how often did doctors communicate well with patients: 72 percent said doctors at Newhall Memorial “always” communicated well with them, compared to a state average of 76 percent and a national average of 80 percent.

Asked if doctors “usually” communicated well, 21 percent of patients said yes, higher than both the state and national averages.

Asked if doctors “sometimes or never” communicated well with patients, only 7 percent agreed that was the case locally, exactly the same as the state average, and slightly higher than the national average.

Nurse communication
Nurses at Newhall Memorial fared about the same statistically with doctors when patients were asked to rate how well nurses communicated.

Regarding prompt patient care, 56 percent of patients said they “always” received help as soon as they wanted it — exactly on par with state figures.

Nationwide, 63 percent of patients said they “always” received prompt care when they asked for it.

On controlling pain, Newhall Memorial fared slightly better than the state but slightly under the nationwide assessment.
Almost identical numbers were reflected at every level on the issue of how well hospital staff explained medicines to patients.

Other issues
Asked to rate how often patients’ rooms and bathrooms were kept clean, 65 percent said this was “always” the case at Newhall Memorial, 25 percent said this was the case “usually” and 10 percent said the rooms were “sometimes or never” clean.

This compares with an average assessment of state hospital cleanliness of 67 percent (always), 22 percent (usually), and 11 percent (sometimes or never).

Nationally, hospital-room cleanliness was rated 70 percent (always), 20 percent (usually) and 10 percent (sometimes or never).

And asked if patients received adequate information about home recovery, seventy-five percent of Newhall Memorial patients said yes, compared to a state average of 78 percent and a national average of 81 percent.

The commission posts a disclaimer about its survey-taking, stating online: “The Joint Commission can provide no warranties or guarantees, express or implied, as to the complete accuracy of the information displayed on its quality check and cannot be responsible for any errors or omissions in that information.”


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