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Patient Experience (HCAHPS): Publicly Reported Information

At Mount Sinai St. Luke's Roosevelt, we are committed to delivering high quality patient care with compassion and respect. Improving the patient experience is integral to that commitment, and we strive to be a top performer in this area.

We use a standardized tool called HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) to survey our patients, measure their experience at Mount Sinai St. Luke's Roosevelt, and identify areas for improvement. Developed by the Centers for Medicare and Medicaid Services, HCAHPS also enables us to compare our results with other hospitals in our geographic area as well as nationally.

Many important factors contribute to the patient experience. We are proud to share our results at Mount Sinai St. Luke's Roosevelt. (Results reflect 2nd quarter 2012 data.)

Measure: Communication with Nurses
Did our nurses treat our patients with courtesy and respect, listen to them carefully, and explain things in a way they could understand?
How We Scored: 62% of our patients at St. Luke's and 68% of our patients at Roosevelt reported that our nurses always communicated well with them.

Measure: Communication with Doctors
Did our doctors treat our patients with courtesy and respect, listen to them carefully and explain things in a way they could understand?
How We Scored: 87% of our patients at St. Luke's and 77% of our patients at Roosevelt reported that our doctors always communicated well with them.

Measure: Responsiveness of Hospital Staff
Was our hospital staff timely in responding to our patients after they pressed their call buttons? Did our staff promptly help our patients in getting to the bathroom or using a bedpan?
How We Scored: 43% of our patients at St. Luke's and 53% of our patients at Roosevelt reported that our hospital staff were always responsive to their needs.

Measure: Pain Management
How often was our patientsí pain well controlled, and how often did our hospital staff do everything they could to help with pain?
How We Scored: 57% of our patients at St. Luke's and 66% of our patients at Roosevelt reported that their pain was always well managed.

Measure: Communication about Medicines
When new medications were given, did our hospital staff explain to our patients what the medicine was for and if there were possible side effects in a way patients could understand?
How We Scored: 34% of our patients at St. Luke's and 58% of our patients at Roosevelt reported that our hospital staff always explained the medicines before giving them.

Measure: Cleanliness of Hospital Environment
Were patientsí rooms and bathrooms kept clean during their hospital stay?
How We Scored: 57% of our patients at St. Luke's and 61% of our patients at Roosevelt reported that hospital facilities were always clean.

Measure: Quietness of Hospital Environment
Was the area around our patientsí rooms quiet at night?
How We Scored: 57% of our patients at St. Luke's and 61% of our patients at Roosevelt reported that hospital facilities were always quiet at night.

Measure: Discharge Information Received
Prior to discharge, did our hospital staff talk to patients about whether they needed help at home during their recovery? Did they provide written information about symptoms or health problems to look out for after our patients left the hospital?
How We Scored: 73% of our patients at St. Luke's and 76% of our patients at Roosevelt reported that our hospital staff always provided adequate planning, information and instructions when it was time to go home from the hospital.

Overall Patient Experience and Likelihood to Recommend Our Hospitals
On a scale of 1 (worst hospital possible) to 10 (best hospital possible), 54% of our patients at Mount Sinai St. Luke's and 62% of our patients at Mount Sinai Roosevelt rated their overall experience as a 9-10. Additionally, 56% of our patients at Mount Sinai St. Luke's and 70% of our patients at Mount Sinai Roosevelt reported they would definitely recommend our hospitals to others.

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