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Voice of the Patient

At Lancaster General Health our patient’s experience is very important. We recognize that excellent service is key to providing quality healthcare.  We collect information on patient experiences through all our service areas in the health system.  After visiting a Lancaster General Health facility, our patients receive surveys through the mail or on-line.  This feedback is then collected by an external vendor and reported to us. We use this information to learn where we are doing well, and where we need to improve.  Measuring the satisfaction of our patients along their journey allows us to better serve our community.  

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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% % %

HCAHPS Inpatient Assessment

The Hospital Consumer Assessment of Healthcare Providers Survey (HCAHPS) is given to a random sample of adult inpatients between 48 hours and six weeks after discharge from Lancaster General Hospital or Women and Babies Hospital

HCAHPS contains 18 patient perspectives on care and patient rating items that involve eight key topics: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, and quietness of the hospital environment.

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

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Source: Medicare Hospital Compare website

HCAHPS Measures (4/2014 - 3/2015)

LGH State National

Patients who “Strongly Agree” they understood their care when they left the hospital

53% 51% 52%

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 staff "Always" explained about medicines before giving it to them

61% 64% 65%

Patients who reported that the area around their room was "Always" quiet at night

54% 55% 62%

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 their pain was "Always" well controlled

73% 71% 71%

Patients who reported that their room and bathroom were "Always" clean

73% 73% 74%

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

60% 67% 68%

Patients who reported that YES, they were given information about what to do during their recovery at home

89% 87% 86%

Patients who reported YES, they would definitely recommend the hospital

81% 70% 71%

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