SOMC Service Dashboard: Fiscal Year 2008

Indicator Goal Met   Indicator Goal Not Met   BM = Benchmark   YTD results are calculated using YTD means and ranks report.

Indicator Goal BM Jul Aug Sep Q1 Oct Nov Dec Q2 Jan Feb Mar Q3 Apr May Jun Q4 YTD
Inpatient Satisfaction ≥90th 90th 69 49 65 61 58 65 51 60 63 69 31 57 46 58 61
Response to Concerns/Complaints ≥90th 90th 51 55 61 55 53 72 70 66 64 76 29 61 49 72 61
Staff Include Decisions re: Treatment ≥90th 90th 75 59 66 65 68 86 71 77 72 67 43 65 53 70 69
Promptness Response to Call ≥90th 90th 20 20 32 23 26 45 30 33 23 34 13 24 28 35 27
HCAHPS Global Rating Item   N/A N/A N/A 57 67 48 68 60 62 60 63 62 55 65 61
Outpatient Satisfaction ≥90th 90th 77 67 86 76 82 89 89 86 84 83 85
Response to Concerns/Complaints ≥90th 90th 87 78 86 83 92 89 87 86 86 76 84
Our Sensitivity to Your Needs ≥90th 90th 86 74 93 83 86 90 84 86 85 83 85
Our Concern for Privacy ≥90th 90th 82 75 93 83 89 93 88 90 85 78 87
Emergency Department Satisfaction ≥90th 90th 86 66 75 74 77 95 87 87 95 84 67 87 73 77 84
Staff Cares About you as Person ≥90th 90th 77 57 66 65 71 85 79 78 93 86 73 87 72 72 77
Informed About Delays ≥90th 90th 83 74 85 81 86 91 91 89 94 87 80 89 87 82 86
How Well Pain was Controlled ≥90th 90th 81 74 65 72 67 94 83 82 94 85 74 88 65 49 81
Home Health Satisfaction ≥90th 90th 91 98 67 92 99 87 97 94 97 95 92 96 84 78 94
Office Dealt With Problem/Complaint ≥90th 90th 97 91 58 92 91 92 62 84 90 79 91 90 94 87 89
How Well Initial Plan met Needs ≥90th 90th 78 98 83 90 99 66 99 91 90 99 86 93 56 37 91
Ease of Schedule Change ≥90th 90th 99 90 40 91 99 93 72 95 78 74 96 85 88 81 90
Ambulatory Satisfaction ≥90th 90th 64 85 91 83 97 88 94 91 81 98 83 91 81 56 91
Response to Concerns/Complaints ≥90th 90th 42 95 96 85 98 58 91 87 95 99 37 93 88 49 88
Information About Delays ≥90th 90th 74 88 97 90 97 83 82 90 91 99 93 95 54 69 92
Comfort of Your Room/Resting Area ≥90th 90th 74 75 87 78 92 84 81 86 89 91 90 90 80 75 85
WUCC Satisfaction ≥90th 90th 99 88 94 96 93 83 75 86 89 93 94
Staff Cared About You as a Person ≥90th 90th 99 96 91 93 89 83 69 83 93 98 88
Informed About Delays ≥90th 90th 99 94 97 97 92 93 81 95 88 97 96
How Well Pain was Controlled ≥90th 90th 98 81 78 87 92 94 68 86 89 89 87
Oncology Satisfaction ≥90th 90th 99 98 82 98 96 97 96 98 89 74 94
Inclusion in Treatment Decisions ≥90th 90th 99 99 98 99 93 95 95 95 88 91 97
Wait Time: Calling and 1st Scheduled Appointment ≥90th 90th 99 99 81 98 90 85 93 91 92 51 95
Explain Manage Radiation Therapy Side Effects ≥90th 90th 99 97 75 96 80 38 61 63 97 99 80
Hospice Satisfaction ≥90th 90th 42 98 74 83 56 99 99 97 37 99 90
Helpfulness of Bereavement Program ≥90th 90th 36 91 9 38 33 99 99 99 1 99 69
Response to Concerns/Complaints ≥90th 90th 99 99 80 99 1 99 99 79 49 97 89
Ease of Scheduled Visits for Days/Times ≥90th 90th 40 99 64 82 61 98 99 97 36 71 90
Medical Care Foundation Satisfaction ≥90th 90th 99 99 99 99 99 95 97 97 84 92 99
Exam Room Comfort/Pleasantness ≥90th 90th 99 99 95 99 94 96 97 96 80 91 98
Speed of Registration Process ≥90th 90th 99 96 99 99 93 76 98 92 97 96 96
Cheerfulness of Practice ≥90th 90th 99 99 99 99 97 95 89 94 91 87 97

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Inpatient Satisfaction

Service is what sets us apart from other organizations.

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Outpatient Satisfaction

Meeting and exceeding the indicators are our bread and butter (on a departmental as well as organizational level) for both inpatient and outpatient population.

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Emergency Department Satisfaction

The Emergency Department is the front door to the organization.

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Home Health Satisfaction

Home Care is important to SOMC since it provides continuity of care from the Hospital to the Home Setting. SOMC Home Care is the oldest Home Care provider in Scioto County.

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Ambulatory Satisfaction

As we move towards Patient-Centered Care, this will just be the final step in reaching and maintaining customer satisfaction. With current competition between health care facilities and the importance of good financial stability, great customer service is a must.

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WUCC Satisfaction

WUCC is strategically located in the county. It needs to provide quality care and service.

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Oncology Satisfaction

Cancer Services is a highly service-oriented department. The level of service and quality care provided is directly related to the market share and business that we provide.

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Hospice Satisfaction

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Medical Care Foundation Satisfaction

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Benchmark Information

Our service benchmarks are determined by Patient Satisfaction surveys administered by Press Ganey.

Press Ganey Associates is the health care industry’s leading independent vendor of satisfaction measurement and improvement services. Press Ganey currently partners with over 7,000 health care facilities and assists them in collecting and using patient, resident, employee, and physician evaluations in their quality improvement initiatives.

How long has SOMC been collecting data with Press Ganey?

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