Patient Experience

UH fosters a culture of patient- and family-centered care and service excellence. Patient engagement is a driving tenant in our commitment to allow patients and their families to have a more participatory role in their care. UH participates in the patient survey process designed and regulated by the Centers for Medicare and Medicaid Services (CMS). The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures patients’ perception of their hospital experience. Results of the HCAHPS surveys are reported publicly and are available at CMS Hospital Compare.

Survey data transmission between the survey vendor, Press Ganey, and UH is shared across departments on an ongoing basis. Survey results along with benchmarks and specific performance indicators are updated continuously on internal scorecards shared by UH leadership and dedicated management teams, as well as communicated to all staff throughout the system. The decision-making process to ensure patient experience improvement efforts is based on the ongoing review of results and feedback trends.