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Patients & Visitors > Quality > Voice of the Patient

Voice of the Patient


We recognize that excellent service is key to providing quality health care.  That’s why we survey patients in all areas of our health system to learn about their experiences. This feedback is collected by an external vendor and shared with us so we can see what we are doing well and what we need to improve. 

Source: Press Ganey Online. Data collection Period 4/2014 – 3/2015

Lancaster General Health Overall

LGH State National

Likelihood to recommend

This information shows the percentage of patients who answer “very good” to the survey question “Likelihood of recommending this facility to others” after visiting any Lancaster General Health facility. A higher number is better.
80.4% % %


Hospital Consumer Assessment of Healthcare Providers Survey

The Hospital Consumer Assessment of Healthcare Providers Survey (HCAHPS), a patient satisfaction survey required by CMS (the Centers for Medicare and Medicaid Services), is given to a random sample of adult inpatients after discharge from Lancaster General Hospital or Women & Babies Hospital.

The survey assesses patient perspectives on their care, including communication with doctors and nurses, and responsiveness of hospital staff.

The information below shows the percentage of patients who answer “always” to the survey questions.  A higher number is better.

Source: Medicare Hospital Compare website  (4/2014 - 3/2015)

HCAHPS Measures

LGH State National

Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest)

76% 70% 71%

Patients who reported that their doctors "always" communicated well

78% 80% 82%

Patients who reported that their nurses "always" communicated well

80% 80% 80%

Patients who reported that they "Always" received help as soon as they wanted

60% 67% 68%

Patients who reported YES, they would definitely recommend the hospital

81% 70% 71%
 
 





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