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Quality at Rush
Patient Satisfaction

The information below is from a survey developed by the Centers for Medicare and Medicaid Services and the federal Agency for Healthcare Research and Quality. Called the Hospital Consumer Assessment of Healthcare Providers and Systems, the satisfaction survey asks a variety of questions to adult patients about their recent inpatient experiences.

Rush's patient satisfaction results

Willingness to recommend Staff responsiveness
Overall rating of hospital Explanation of medication
Communication with nurses Room cleanliness
Pain control Quiet at night
Communication with doctors Discharge information

Would patients recommend the hospital to friends and family?

Willingness to recommend Rush University Medical Center in Chicago, Illinois.

The survey asked patients whether they would recommend the hospital to their friends and family.

Of those responding to the survey, 97 percent of Rush patients would recommend Rush to family and friends. This breaks down to 81 percent who would definitely recommend Rush and another 16 percent who would probably recommend Rush. A total of 3 percent would not recommend Rush.

The percentage of patients who would definitely recommend Rush is higher than both the national and Illinois averages.


How do patients rate the hospital overall?

Overall rating of hospital for Rush University Medical Center in Chicago, Illinois.

After answering all other questions on the survey, patients answered a separate question that asked for an overall rating of the hospital. Ratings were on a scale from 0 to 10, where 0 means worst hospital possible and 10 means best hospital possible.

Of those responding to the survey, 76 percent of Rush patients rate the hospital a 9 or 10 and 17 percent rate the hospital a 7 or 8. A total of 7 percent rated Rush a 6 or lower.

The percentage of patients who rate Rush a 9 or 10 is higher than both the national and Illinois averages.

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How often did nurses communicate well with patients?

Communication with nurses rating for Rush University Medical Center in Chicago, Illinois.

Patients reported how often their nurses communicated well with them during their hospital stay. Communicated well means nurses explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Of those responding to the survey, 96 percent say Rush nurses communicate with them well. This breaks down to 80 percent who say their nurses always communicate well and another 16 percent who say their nurses usually communicate well. A total of 4 percent of patients say their nurses sometimes or never communicate well.

The percentage of patients who say their nurses always communicated well is the higher than both the national and Illinois averages.


How often was patients' pain well controlled?

Pain control rating for Rush University Medical Center in Chicago, Illinois.

If patients needed medicine for pain during their hospital stay, the survey asked how often their pain was well controlled. Well controlled means their pain was well controlled and that the hospital staff did everything they could to help patients with their pain.

Of those responding to the survey, 93 percent of patients say their pain was always or usually well controlled. This breaks down to 71 percent who say their pain was always well controlled and another 22 percent who say their pain was usually well controlled. A total of 7 percent say their pain was sometimes or never well controlled.

The percentage of patients who say their pain was always well controlled is equal to the national and Illinois averages.


How often did doctors communicate well with patients?

Communication with doctors rating for Rush University Medical Center in Chicago, Illinois.

Patients reported how often their doctors communicated well with them during their hospital stay. Communicated well means doctors explained things clearly, listened carefully to the patient, and treated the patient with courtesy and respect.

Of those responding to the survey, 95 percent say doctors at Rush communicate with them well. This breaks down to 79 percent who say their doctors always communicate well and another 16 percent who say their doctors usually communicate well. A total of 5 percent of patients say their doctors sometimes or never communicate well.

The percentage of patients who say their doctors always communicate well is lower than both the national and Illinois averages.

What Rush is doing to monitor and improve patient care in this area

To begin addressing this issue, Rush is distributing to doctors the specific scores and comments from patients about satisfaction with their communication. This information allows the doctors to make changes to their own practices to improve communication. Several projects are now underway to improve physician-patient communication.


How often did patients receive help quickly from hospital staff?

Staff responsiveness rating for Rush University Medical Center in Chicago, Illinois.

Patients reported how often they were helped quickly when they used the call button or needed help in getting to the bathroom or using a bedpan.

Of those responding to the survey, 89 percent of patients say Rush staff are responsive to their personal needs, such as responding to call lights and requests for assistance with going to the bathroom. This breaks down to 65 percent who say Rush staff are always responsive and another 24 percent who say they are usually responsive. A total of 11 percent of patients say Rush staff are sometimes or never responsive.

The percentage of patients who say Rush staff are always responsive to their needs is lower than both the national Illinois averages.

What Rush is doing to monitor and improve patient care in this area

The new facility at Rush that opened after these results were reported has communications systems that put nurses in more direct communication with their patients.

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How often did staff explain about medicines before giving them to patients?

Explanation of medication rating for Rush University Medical Center in Chicago, Illinois.

If patients were given medicine that they had not taken before, the survey asked how often staff explained about the medicine.

Explained means that hospital staff told what the medicine was for and what side effects it might have before they gave it to the patient.

Of those responding to the survey, 83 percent of patients say Rush staff explain medications to them. This breaks down to 65 percent who say the staff always explain medications and another 18 percent who say the staff usually explain medications. A total of 17 percent of patients say the staff sometimes or never explain medications.

The percentage of patients who say Rush staff members always explain medications is higher than both the national and Illinois averages.


How often were patients' rooms kept clean?

Room cleanliness rating for Rush University Medical Center in Chicago, Illinois.

Patients reported how often their hospital room and bathroom were kept clean.

Of those responding to the survey, 93 percent of Rush patients say their rooms and bathrooms are clean. This breaks down to 75 percent who say their rooms are always clean and another 18 percent who say their rooms are usually clean. A total of 7 percent of patients say their rooms are sometimes or never clean.

The percentage of patients who say their rooms are always clean is higher than both the national and Illinois averages.

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How often was the area around patients' rooms kept quiet at night?

Quiet at night rating for Rush University Medical Center in Chicago, Illinois.

Patients reported how often the area around their room was quiet at night.

Of those responding to the survey, 91 percent of Rush patients say the area around their rooms is quiet at night. This breaks down to 63 percent who say the area is always quiet and another 28 percent who say the area is usually quiet. A total of 9 percent of patients say the area is sometimes or never quiet.

The percentage of Rush patients who say the area around their rooms is always quiet at night is higher than both the national and Illinois averages.

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Were patients given information about what to do during their recovery at home?

Discharge information rating for Rush University Medical Center in Chicago, Illinois.

The survey asked patients about information they were given when they were ready to leave the hospital. Patients reported whether hospital staff had discussed the help they would need at home. Patients also reported whether they were given written information about symptoms or health problems to watch for during their recovery.

Of those responding to the survey, 85 percent of patients say Rush gave them information about recovery at home. A total of 15 percent of patients say Rush did not do this completely.

The percentage of patients who say Rush gave them information about their recovery at home is higher than both the national and Illinois averages.

 


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