Quality, Safety and Patient Experience

Quality, Safety and Patient Experience

The Rush System is committed to outstanding patient care, safety and experience — consistently measuring our performance to help maintain our high standards.

The Rush System is committed to outstanding patient care, safety and experience — consistently measuring our performance to help maintain our high standards.

Our mission at Rush University System for Health is to improve the health of the individuals and diverse communities we serve through the integration of outstanding patient care, education, research and community partnerships. To help accomplish this, we measure our quality and safety of care, and patient experience.

Review the following information to explore and understand the high standards we have set.

Hospital Compare

Hospital Compare, a U.S. government website maintained by the Centers for Medicare & Medicaid Services, has information that can be compared about the quality of care at over 4,000 Medicare-certified hospitals across the county.

National Recognition and Accreditations

Numerous national organizations have recognized Rush for the quality of care we provide.

Sharing Patient Feedback

Star Ratings

Rush’s Find A Doctor tool shows recent patient feedback for providers employed by Rush who have received 30 or more surveys from their patients in the last 12 months. For these physicians, patients’ feedback is shown as “stars” based on the survey response scale that ranges from “very good” (five stars) to “very poor” (one star).

If a provider does not have a “star” rating, it means that either fewer than 30 patients have returned surveys in the last 12 months, or that the provider is on the medical staff of Rush but is not an employee. Orthopedic surgeons at Rush who are affiliated with Midwest Orthopaedics have made their patient feedback available on the Midwest Orthopaedics at Rush website.

Comments

Patients are also asked to comment about their providers if they wish. All of these comments are shared with the providers, and Rush endeavors to provide visitors to our website with as many of these comments as possible to assist them in selecting a provider. However, comments may not be displayed under the following circumstances:

  • The comment does not directly relate to the provider names.
  • The comment contains patient names or other personal information.
  • The comments are slanderous, disparaging, libelous, or profane or otherwise uses inappropriate language.

Contact Us

Please contact us with questions, feedback, compliments or concerns about quality and safety measures and how we can improve your experience at Rush.

Rush University Medical Center and Rush Oak Park Hospital

Rush Copley Medical Center

Rush University Medical Center

HCAHPS Patient Experience Survey

One of the ways we learn about our patients’ feedback is through a national survey called the Hospital Consumer Assessment of Healthcare Providers Systems (HCAHPS). This patient experience survey is administered by the Centers for Medicare and Medicaid Services.

Rush University Medical Center’s scores are the highest in Chicago for patients who would recommend the hospital to their friends.

  • Willingness to recommend: The survey showed that 97% of Rush University Medical Center patients would recommend it to family and friends. That includes 83% who would definitely recommend Rush University Medical Center, which is higher than both the national and Illinois averages.
  • Overall rating of hospital: Of those responding to the survey, 80% of Rush University Medical Center patients rate the hospital a 9 or 10 on a scale from 0 to 10 (0 means worst hospital possible and 10 means best hospital possible) and 15% rate the hospital a 7 or 8. The percentage of patients who rate Rush University Medical Center a 9 or 10 is higher than both the national and Illinois averages.
  • Communication with nurses: Of survey respondents, 97% say Rush University Medical Center nurses communicate with them well, including 82% who say their nurses always communicate well (higher than both the national and Illinois averages).
  • Communication with doctors: The survey showed that 96% of patients say doctors at Rush University Medical Center communicate with them well, including 81% who say their doctors always communicate well.
  • Pain control: Of respondents who needed medicine for pain during their hospital stay, 94% say their pain was always or usually well controlled, including 72% who say their pain was always well controlled (higher than the national average).
  • Staff responsiveness: 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, 90% say staff at Rush University Medical Center are responsive to their personal needs, including 66% who say staff are always responsive.
  • Explanation of medication: If patients were given medicine that they had not taken before, the survey asked how often staff explained about the medicine. Of those responding, 83% say staff at Rush University Medical Center explain medications to them, including 66% who say the staff always explain medications (higher than the national and Illinois averages).
  • Room cleanliness: The survey showed that 92% of Rush University Medical Center patients say their rooms and bathrooms are clean, including 73% who say their rooms are always clean.
  • Quiet at night: Of patients responding to the survey, 94% say the area around their rooms is quiet at night, including 69% who say the area is always quiet (higher than both the national and Illinois averages).
  • Discharge information: The survey asked patients about information they were given when they were ready to leave the hospital, whether hospital staff discussed the help they would need at home and whether they were given written information about symptoms or health problems to watch for during their recovery. Of respondents, 88% say Rush University Medical Center gave them information about recovery at home (higher than both the national and Illinois averages).

Patient Survey Process

Rush University Medical Center sends patient surveys by mail or email to help us understand what patients think of our care and what we can do better. The survey includes more than 30 questions asking patients to provide feedback about their care and service.

If you did not receive a survey and would like to share your experience, please feel free to contact Patient Relations at (312) 942-6979 or patient_relations@rush.edu.

Rush Copley Medical Center

HCAHPS Patient Experience Survey

  • Willingness to recommend: For 2019, the survey showed that 98% of Rush Copley Medical Center patients would recommend the hospital to family and friends. That includes 80% who would definitely recommend RCMC, which is higher than both the national and Chicagoland averages.
  • Overall rating of hospital: Of those responding to the survey, 78% of RCMC patients rate the hospital a 9 or 10 on a scale of 0 to 10 (0 being the worst possible and 10 being the best possible) and 17% of patients rate the hospital a 7 or 8. The percentage of patients who rate RCMC a 9 or 10 is higher than both the national and Chicagoland averages.
  • Communication with nurses: Of survey respondents, 98% say RCMC nurses communicate with them well, including 83% who say their nurses always communicate well (higher than both the national and Chicagoland averages).
  • Communication with doctors: The survey showed that 98% of patients say doctors at RCMC communicate with them well, including 85% who say their doctors always communicate well (higher than both the national and Chicagoland averages).
  • Staff responsiveness: 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, 94% say staff at RCMC are responsive to their personal needs, including 70% who say staff are always responsive (higher than both the national and Chicagoland averages).
  • Explanation of medication: If patients were given medication that they had not taken before, the survey asked how often staff explained what the medication was for and if they described side effects in a way that they patient could understand. Of those responding, 85% say staff at RCMC explain medications to them, including 68% who say the staff always explain medications (higher than both the national and Chicagoland averages).
  • Room cleanliness: The survey showed  that 94% of RCMC patients say their rooms and bathrooms are clean, including 79% who say their rooms are always clean (higher than both the national and Chicagoland averages).
  • Noise level: Of patients responding to the survey, 91% say the area around their rooms is quiet, including 58% who say the area is always quiet.
  • Discharge information: The survey asked patients about information they were given when they were ready to leave the hospital, whether hospital staff discussed the help they would need at home and whether they were given written information about symptoms or health problems to watch for during their recovery. Of respondents, 91% say RCMC gave them information about recovery at home (higher than both the national and Chicagoland averages).
Rush Oak Park Hospital 

HCAHPS Patient Experience Survey

Rush Oak Park Hospital uses a national survey called the Hospital Consumer Assessment of Healthcare Providers Systems (HCAHPS) to learn about our patients' feedback. This patient experience survey is administered by the Centers for Medicare and Medicaid Services.

  • Willingness to recommend: The survey showed that 97% of Rush Oak Park Hospital patients would recommend Rush to family and friends. That includes 75.3% who would definitely recommend Rush, which is higher than both the national and Illinois averages.
  • Overall rating of hospital: Of those responding to the survey, 73% of Rush Oak Park Hospital patients rate the hospital a 9 or 10 on a scale from 0 to 10 (0 means worst hospital possible and 10 means best hospital possible) and 16 percent rate the hospital a 7 or 8. The percentage of patients who rate Rush Oak Park Hospital a 9 or 10 is higher than the national averages.
  • Communication with nurses: Of survey respondents, 98% say Rush Oak Park Hospital nurses communicate with them well, including 84% who say their nurses always communicate well (higher than both the national and Illinois averages).
  • Communication with doctors: The survey showed that 96% of patients say doctors at Rush Oak Park Hospital communicate with them well, including 81% who say their doctors always communicate well.
  • Pain control: Of respondents who needed medicine for pain during their hospital stay, 92% say their pain was always or usually well controlled, including 68% who say their pain was always well controlled.
  • Staff responsiveness: 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, 93% say staff at Rush Oak Park Hospital are responsive to their personal needs, including 70% who say staff are always responsive.
  • Explanation of medication: If patients were given medicine that they had not taken before, the survey asked how often staff explained about the medicine. Of those responding, 82% say staff at Rush Oak Park Hospital explain medications to them, including 64% who say the staff always explain medications (higher than the national and Illinois averages).
  • Room cleanliness: The survey showed that 91% of Rush Oak Park Hospital patients say their rooms and bathrooms are clean, including 70% who say their rooms are always clean.
  • Quiet at night: Of patients responding to the survey, 93% say the area around their rooms is quiet at night, including 68% who say the area is always quiet (higher than both the national and Illinois averages).
  • Discharge information: The survey asked patients about information they were given when they were ready to leave the hospital, whether hospital staff discussed the help they would need at home and whether they were given written information about symptoms or health problems to watch for during their recovery. Of respondents, 87% say Rush Oak Park Hospital gave them information about recovery at home.
  • Ambulatory surgery: Of those responding to the survey, 98% of Rush Oak Park Hospital patients rate the hospital as Good or Very Good. The percentage of patients who rate Rush Oak Park Hospital as Very Good is higher than the national average.