Patient Satisfaction

How do we measure Patient Satisfaction?

At UNC Health Care, we have two different ways to measure Patient Satisfaction.

Written Surveys
UNC Health Care asks patients to fill out a survey about the care they received at our hospitals and clinics. The results of these surveys are compiled and analyzed by an outside agency to ensure fairness and confidentiality. The information provided in these surveys is invaluable as we continually try to improve our patients' experiences at UNC Health Care.

Click on the links below to view our patient surveys:

• Inpatient/Practice Survey
• Outpatient Survey
• Emergency Department Survey (coming soon)

Telephone Surveys
A second method we use to measure patient satisfaction is a Survey of Patients' Hospital Experiences, also called the Hospital Consumer Assessment of Healthcare Provider Systems (HCAHPS). HCAHPS (pronounced “H-caps”) is a 27-question standardized telephone survey measuring patients’ ratings of their hospital experience. The results are compiled into 10 separate measures listed below. All results of this test are publicly reported at http://www.hospitalcompare.hhs.gov, where other hospital results can be found as well. HCAHPS allows hospitals to publicly report and compare their results locally, regionally and nationally.

A - Patients who overall rate the hospital highly
B - Patients who would recommend hospital to friends & family
C - Patients given information about what to do during recovery at home
D - Doctors who communicated well with patients
E - Nurses who communicated well with patients
F - Patients who received help quickly from hospital staff
G - Staff who explained medicines before giving them to patients
H - Patients whose pain was well controlled
I - Patients whose rooms were kept quiet at night
J - Patients rooms and bathrooms kept clean