Quality Care Monitoring and Improvement EP23EO Unit or ...PACU, Main Pre-op, Outpatient Pre-op,...
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Exemplary Professional Practice Quality Care Monitoring and Improvement EP23EO Unit or clinic level patient satisfaction data (related to nursing care) outperform the mean or median of the national database used. Provide eight quarters of inpatient ambulatory/outpatient satisfaction data at the unit for clinic level collected within the previous 30 months before documentation submission. Select four of the nine categories. SJO has selected the following four categories: 1. Care Coordination 2. Patient Education 3. Courtesy and Respect 4. Responsiveness and Service Recovery SJO started utilizing Professional Research Consultants (PRC) as the external vendor in 2Q 2013 for the inpatient units comparisons. Prior to this Avatar had been the vendor of choice. Outpatient and the Emergency Care Center (ECC) were not transitioned to PRC until 3Q 2013; therefore, data for the outpatient and ECC will be presented by two vendors. Questions have been approved by ANCC Magnet ® for both PRC and Avatar for the categories chosen. The reason for changing vendors was to have a standard patient satisfaction benchmarking survey across St. Joseph Health. SJO benchmarks against other hospitals of similar size and patient service structures. SJO compares results to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) national database. The PRC survey is administered via a live voice telephone call to the randomly selected patients. The survey may be started as early as 24 hours post discharge. The sample size for our hospital is between 50 to 80 patients per quarter as this is a snapshot of the care received at SJO. PRC data is displayed on each unit for review by the healthcare team; data is updated monthly. The patient satisfaction survey questions and categories include:
Transcript of Quality Care Monitoring and Improvement EP23EO Unit or ...PACU, Main Pre-op, Outpatient Pre-op,...
Exemplary Professional Practice
Quality Care Monitoring and Improvement
EP23EO Unit or clinic level patient satisfaction data (related to nursing care) outperform the mean or median of the national database used. Provide eight quarters of inpatient ambulatory/outpatient satisfaction data at the unit for clinic level collected within the previous 30 months before documentation submission. Select four of the nine categories.
SJO has selected the following four categories:
1. Care Coordination 2. Patient Education 3. Courtesy and Respect 4. Responsiveness and Service Recovery
SJO started utilizing Professional Research Consultants (PRC) as the external vendor in 2Q 2013 for the inpatient units comparisons. Prior to this Avatar had been the vendor of choice. Outpatient and the Emergency Care Center (ECC) were not transitioned to PRC until 3Q 2013; therefore, data for the outpatient and ECC will be presented by two vendors. Questions have been approved by ANCC Magnet® for both PRC and Avatar for the categories chosen. The reason for changing vendors was to have a standard patient satisfaction benchmarking survey across St. Joseph Health. SJO benchmarks against other hospitals of similar size and patient service structures. SJO compares results to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) national database. The PRC survey is administered via a live voice telephone call to the randomly selected patients. The survey may be started as early as 24 hours post discharge. The sample size for our hospital is between 50 to 80 patients per quarter as this is a snapshot of the care received at SJO. PRC data is displayed on each unit for review by the healthcare team; data is updated monthly. The patient satisfaction survey questions and categories include:
Exemplary Professional Practice
Inpatient units PRC questions 2Q 2013-1Q 2015
Category Question Units
Care Coordination
How would you rate the overall teamwork between the doctors, nurses and staff? During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
MICU-DSU, Observation, General Surgery Labor & Delivery/Antepartum, Medical Telemetry, Pulmonary Renal, Mother-Baby Unit, Oncology, Orthopedics.
Patient Education
Before giving you any medicine, how often did hospital staff tell you what the medicine was for? During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
General Surgery, Mother-Baby Unit, Observation Labor & Delivery/ Antepartum, MICU-DSU, Medical Telemetry, Pulmonary Renal, Oncology, Orthopedics
Courtesy and Respect
During this hospital stay, how often did nurses treat you with courtesy and respect?
All data collection areas
Responsiveness and Service Recovery
During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it? How often did you get help to the bathroom or in using a bedpan as soon as you wanted?
General Surgery, Labor & Delivery/Antepartum, Observation, Oncology, Orthopedics
MICU-DSU, Medical Telemetry, Pulmonary Renal, Mother-Baby Unit
Outpatient and Emergency Services Avatar questions 2Q 2013
Care Coordination
There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Courtesy and Respect
I consistently received respect and compassion while at St. Joseph Hospital.
Responsiveness and Service Recovery
Staff tried their best to help me if there was a problem. The nursing staff was responsive in answering my calls or requests.
ECC and Outpatient Diagnostic Outpatient Surgery
Patient Education
Tests and procedures were adequately explained to me before they were done.
ECC and Outpatient Diagnostic
Exemplary Professional Practice
Medications and care at home were explained to me in a way I could follow.
Outpatient Surgery
Outpatient and Emergency Services PRC Questions 3Q 2013-1Q 2015
Care Coordination
How would you rate the overall teamwork between the doctors, nurses, and staff?
Courtesy and Respect
How would you rate the staff's respect for your values, beliefs and faith?
Responsiveness and Service Recovery
How would you rate the responsiveness of staff to any concerns or complaints you have had?
Patient Education
How would you rate the explanations/staff’s instructions provided about how to care for yourself at home?
Analysis and evaluation of data Results are trended over time in graphs displaying eight quarters from 2Q 2013-1Q 2015. The graphs display the mean for inpatient, ECC and outpatient units and the national mean (either PRC or Avatar) for that specific comparison group. Five RNs are in Radiology Administration cost center and are deployed to different outpatient radiology departments as needed so they are not counted in patient satisfaction. The units with no sampling because they were not included in PRC sampling and not counted in patient satisfaction include: Women’s Heart Center, Mother-Baby Assessment Center, Cardiac Rehab, Renal Center Acute, Renal Chronic, Renal Home, Dialysis Santa Ana, La Amistad, Main Post Anesthesia Care Unit (PACU), Outpatient PACU, Main Pre-op, Outpatient Pre-op, Behavioral Health Services (BHS) Inpatient, BHS Outpatient, and Cardio Short Stay. Overall performance summary
Care Coordination: 13 of 21 hospital and outpatient units (62%) outperformed the national mean for five or more of the eight quarters submitted
Patient Education: 16 of 21 hospital and outpatient units (76%) outperformed the national mean for five or more of the eight quarters submitted
Courtesy and Respect: 13 of 21 hospital and outpatient units (62%) outperformed the national mean for five or more of the eight quarters submitted
Responsiveness and Service Recovery: 11 of 21 hospital and outpatient units (52%) outperformed the national mean for five or more of the eight quarters submitted
Exemplary Professional Practice
PRC and Avatar Patient Satisfaction Unit Performance 2Q 2013 - 1Q 2015 Green - outperforms benchmark majority of quarters Red - underperforms benchmark majority of quarters
Inpatient Units Care
Coordination Patient
Education Courtesy
and Respect
Responsiveness and Service
Recovery
Medical ICU-DSU 5/8 6/8 6/8 5/8 Medical Telemetry
Unit 7/8 6/8 5/8 5/8 Pulmonary Renal Unit 4/8 7/8 2/8 2/8
Observation Unit 4/7 5/7 5/7 2/7 General Surgery Unit 4/8 5/8 4/8 3/8
Oncology Unit 7/8 8/8 4/8 6/8 Orthopedic Unit 5/8 6/8 4/8 5/8
Mother Baby Unit 4/8 5/8 7/8 5/8 Labor & Delivery 7/8 7/8 5/8 5/8
Emergency Services
Emergency Department 6/8 5/8 4/8 4/8 Outpatient Diagnostic
Heart Center 2/5 2/5 3/5 2/5 Maternal Fetal
Testing 4/8 1/8 5/8 4/8 Kidney Transplant
Center 7/8 6/8 6/8 6/8 Pavilion MRI 5/8 6/8 8/8 8/8
Radiation Therapy 1/8 1/8 4/8 3/8 Wound Care Center 0/8 3/8 3/8 2/8
Cardio Vascular Interventional Lab 5/8 6/8 5/8 4/8
Multidisciplinary Clinic 2/1 1/2 1/2 2/2 Infusion Center 2/2 2/2 2/2 1/2
Outpatient Surgery
Pavilion Outpatient Surgery 7/8 7/8 7/8 8/8
Pavilion Endoscopy 3/8 5/8 5/8 6/8 Total units
outperforming five or more of eight
quarters submitted 13 of 21 units outperformed
16 of 21 units outperformed
13 of 21 units outperformed
11 of 21 units outperformed
Exemplary Professional Practice
Departments with less than eight quarters of data:
Multidisciplinary Clinic and Infusion Center have only two quarters of data 2Q 2013 the last Avatar data point. These two units were not picked up by PRC until 1Q 2015.
Heart Center has five quarters of data. When transitioned to PRC this department was combined with the Wellness Center a non-nursing department and was not separated until 3Q 2014.
Observation Unit has seven quarters of data. Data not available 2Q 2013 because there was no vendor sampling from Avatar.
Exemplary Professional Practice
CARE COORDINATION
Care Coordination: Inpatient: PRC: Medical ICU and Definitive Step Down
Care Coordination: Inpatient: PRC: Medical Telemetry and Pulmonary Renal
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MICU-DSU 64.0 47.1 61.0 57.7 66.7 75.0 57.8 57.1
PRC 50th Percentile 58.4 57.4 57.4 57.4 57.4 57.8 57.8 57.8
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St. Joseph Hospital
Care Coordination, Medical ICU & Definitive Step Down Unit, Critical Care
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
64.0 61.0 57.7 66.7 75.0
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Medical Telemetry 82.0 81.4 83.6 84.1 85.7 84.6 85.2 91.7
Pulmonary Renal 87.7 79.7 73.7 79.5 86.2 90.6 80.0 89.4
PRC 50th Percentile 81.2 82.6 82.6 82.6 82.6 83.0 83.0 83.0
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100
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St. Joseph Hospital
Care Coordination, Medical Telemetry Unit & Pulmonary Renal Unit, Medical
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Care Coordination During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
PRC = Professional Research Consultants, Inc.
82.0
86.2 90.687.7
83.6 84.1 85.7 84.6 85.2 91.7
89.4
Exemplary Professional Practice
Care Coordination: Inpatient: PRC: Observation Unit
Care Coordination: Inpatient: PRC: General Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Observation 46.2 55.6 68.8 58.3 46.9 55.6 56.6
PRC 50th Percentile 57.4 57.4 57.4 57.4 54.6 54.6 54.6
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60
80
100
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St. Joseph Hospital
Care Coordination, Observation Unit, Medical-Surgical
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
68.8 58.3 55.6 56.6n.d.
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
General Surgery 54.4 50.0 59.6 54.3 53.2 60.7 61.5 63.6
PRC 50th Percentile 57.2 59.5 59.5 59.5 59.5 58.7 58.7 58.7
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St. Joseph Hospital
Care Coordination, General Surgery Unit, Medical-Surgical
Pe
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Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
59.6 60.7 61.5 63.6
Exemplary Professional Practice
Care Coordination: Inpatient: PRC: Oncology
Care Coordination: Inpatient: PRC: Orthopedic
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Oncology 88.5 93.0 87.0 94.2 92.5 80.6 93.5 86.4
PRC 50th Percentile 82.9 85.8 85.8 85.8 85.8 85.6 85.6 85.6
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40
60
80
100
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St. Joseph Hospital
Care Coordination, Oncology Unit, Medical
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Pe
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Care Coordination During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
PRC = Professional Research Consultants, Inc.
88.5 93.0 87.0 94.2 92.5 93.5 86.4
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Orthopedics 92.0 92.9 96.4 95.2 97.7 79.5 97.4 88.9
PRC 50th Percentile 90.9 93.5 93.5 93.5 93.5 92.3 92.3 92.3
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60
80
100
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St. Joseph Hospital
Care Coordination, Orthopedic Unit, Surgical
Pe
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Pe
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Care Coordination During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
PRC = Professional Research Consultants, Inc.
96.4 95.2 97.7 97.492.0
Exemplary Professional Practice
Care Coordination: Inpatient: PRC: Mother Baby Unit
Care Coordination: Inpatient: PRC: Labor & Delivery / Antepartum
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Mother Baby Unit 95.4 83.3 93.2 96.9 91.9 75.9 76.2 71.1
PRC 50th Percentile 86.3 86.8 86.8 86.8 86.8 87.0 87.0 87.0
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St. Joseph Hospital
Care Coordination, Mother Baby Unit, Women's Services
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Care Coordination During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
PRC = Professional Research Consultants, Inc.
95.4 93.2 96.9 91.9
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
L&D/Antepartum 92.3 90.0 91.7 100 100 100 100 83.3
PRC 50th Percentile 86.3 86.8 86.8 86.8 86.8 87.0 87.0 87.0
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60
80
100
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St. Joseph Hospital
Care Coordination, Labor & Delivery/Antepartum, Women's Services
Pe
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Pe
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Care Coordination During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
PRC = Professional Research Consultants, Inc.
92.3 90.0 91.7 100 100 100 100
Exemplary Professional Practice
Care Coordination: Avatar: Emergency Services
Care Coordination: PRC: Emergency Services
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 83.6
Avatar Mean 86.8
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St. Joseph Hospital
Care Coordination, Emergency Department Care Coordination There was good teamwork among the Emergency physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 52.0 55.6 52.5 52.0 53.0 49.0 53.3
PRC 50th Percentile 48.7 48.7 48.7 48.7 49.3 49.3 49.3
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20
40
60
80
100
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St. Joseph Hospital
Care Coordination, Emergency Department Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
52.0 55.6 52.5 52.0 53.0 53.3
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Heart Center
Care Coordination: Ambulatory Services: PRC: Heart Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 95.1
Avatar Mean 93.32
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100
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St. Joseph Hospital
Care Coordination, Heart Center, Outpatient Diagnostic
Me
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Me
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Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
95.1
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 57.1 53.2 53.2 64.0
PRC 50th Percentile 61.5 63.3 63.3 63.3
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40
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80
100
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St. Joseph Hospital
Care Coordination, Heart Center, Outpatient Diagnostic
Pe
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Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
Data unavailable; not collection by PRC
64.0
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Maternal Fetal Testing
Care Coordination: Ambulatory Services: PRC: Maternal Fetal Testing
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 89.7
Avatar Mean 93.3
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100
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St. Joseph Hospital
Care Coordination, Maternal Fetal Testing, Outpatient Diagnostic
Me
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Me
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Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 60.0 68.0 76.0 70.0 52.0 70.0 58.0
PRC 50th Percentile 66.0 66.0 66.0 66.0 67.3 67.3 67.3
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20
40
60
80
100
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St. Joseph Hospital
Care Coordination, Maternal Fetal Testing, Outpatient Diagnostic
Pe
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Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
70.068.0 76.0 70.0
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Kidney Transplant Center
Care Coordination: Ambulatory Services: PRC: Kidney Transplant Center
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 100
Avatar Mean 93.32
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100
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St. Joseph Hospital
Care Coordination, Kidney Transplant Center, Outpatient Diagnostic
Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
100
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 66.7 71.8 66.7 54.5 84.6 71.9 66.7
PRC 50th Percentile 60.2 60.2 60.2 60.2 61 61 61
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40
60
80
100
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St. Joseph Hospital
Care Coordination, Kidney Transplant Center, Outpatient Diagnostic
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
84.6 71.9 66.766.7 71.8 66.7
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Pavilion MRI
Care Coordination: Ambulatory Services: PRC: Pavilion MRI
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 95
Avatar Mean 93.32
0
20
40
60
80
100
Me
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St. Joseph Hospital
Care Coordination, Pavilion MRI, Outpatient Diagnostic
Me
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Me
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Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
95
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 70.8 56.3 71.4 60.4 71.4 67.3 58.3
PRC 50th Percentile 62.2 62.2 62.2 62.2 63.5 63.5 63.5
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20
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60
80
100
Pe
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St. Joseph Hospital
Care Coordination, Pavilion MRI, Outpatient Diagnostic
Pe
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Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
70.8 71.4 71.4 67.3
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Radiation Therapy
Care Coordination: Ambulatory Services: PRC: Radiation Therapy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 95.71
Avatar Mean 93.32
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100
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St. Joseph Hospital
Care Coordination, Radiation Therapy, Outpatient Diagnostic
Me
an S
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Care Coordination There was good teamwork among the physicians, nurses, technicicians, and other staff who cared for me.
Avatar = Avatar Solutions
95.71
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 70.2 66 62 67.3 72 70 56
PRC 50th Percentile 74 74 74 74 76.4 76.4 76.4
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20
40
60
80
100
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St. Joseph Hospital
Care Coordination, Radiation Therapy, Outpatient Diagnostic
Pe
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nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Wound Care Center
Care Coordination: Ambulatory Services: PRC: Wound Care Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 86.84
Avatar Mean 93.32
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20
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60
80
100
Me
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St. Joseph Hospital
Care Coordination, Wound Care Center, Outpatient Diagnostic
Me
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Me
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Care Coordination There were good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 55.1 56.9 58 60 64 50 63.3
PRC 50th Percentile 66.5 66.5 66.5 66.5 64.9 64.9 64.9
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60
80
100
Pe
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St. Joseph Hospital
Care Coordination, Wound Care Center, Outpatient Diagnostic
Pe
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nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Cardiovascular Interventional Lab
Care Coordination: Ambulatory Services: PRC: Cardiovascular Interventional Lab
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 92.39
Avatar Mean 95.79
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80
100
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St. Joseph Hospital
Care Coordination, Cardiovascular Interventional Lab, Outpatient Cardiology
Me
an S
core
Me
an S
core
Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 68 70 61.2 72 64 70 56
PRC 50th Percentile 61.5 61.5 61.5 61.5 63.3 63.3 63.3
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20
40
60
80
100
Pe
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St. Joseph Hospital
Care Coordination, Cardiovascular Interventional Lab, Outpatient Cardiology
Pe
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nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
68 70 72 64 70
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Outpatient Surgery
Care Coordination: Ambulatory Services: PRC: Outpatient Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
99.2
Avatar Mean 95.8
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40
60
80
100
Me
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core
St. Joseph Hospital
Care Coordination, Pavilion Outpatient Surgery, Outpatient Surgery
Me
an S
core
Me
an S
core
Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
99.2
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
75.5 84.0 66.0 78.0 82.4 74.5 80.0
PRC 50th Percentile 71.2 71.2 71.2 71.2 72.4 72.4 72.4
0
20
40
60
80
100
Pe
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St. Joseph Hospital
Care Coordination, Pavilion Outpatient Surgery, Outpatient Surgery
Pe
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nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
75.5 84.0 78.0 82.4 74.5 80.0
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Pavilion Endoscopy
Care Coordination: Ambulatory Services: PRC: Pavilion Endoscopy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 99.04
Avatar Mean 95.79
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80
100
Me
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St. Joseph Hospital
Care Coordination, Pavilion Endoscopy, Outpatient Surgery
Me
an S
core
Me
an S
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Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
99.04
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 77.6 60 68 79.6 69.2 68 70
PRC 50th Percentile 71.4 71.4 71.4 71.4 71.4 71.4 71.4
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20
40
60
80
100
Pe
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St. Joseph Hospital
Care Coordination, Pavilion Endoscopy, Outpatient Surgery
Pe
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nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
77.6 79.6
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Multidisciplinary Center
Care Coordination: Ambulatory Services: PRC: Multidisciplinary Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter
99.1
Avatar Mean 93.3
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Care Coordination, Multidisciplinary Center, Outpatient Diagnostic
Me
an S
core
Me
an S
core
Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
99.1
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter Clinics
66.1
PRC 50th Percentile 61.0
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Care Coordination, Multidisciplinary Center, Outpatient Diagnostic
Pe
rce
nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
Data unavailable 66.1
Exemplary Professional Practice
Care Coordination: Ambulatory Services: Avatar: Infusion Center
Care Coordination: Ambulatory Services: PRC: Infusion Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 97.2
Avatar Mean 93.3
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Care Coordination, Infusion Center, Outpatient Diagnostic
Me
an S
core
Me
an S
core
Care Coordination There was good teamwork among the physicians, nurses, technicians, and other staff who cared for me.
Avatar = Avatar Solutions
97.2
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 79.7
PRC 50th Percentile 61.0
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Care Coordination, Infusion Center, Outpatient Diagnostic
Pe
rce
nt
Care Coordination How would you rate the overall teamwork between the doctors, nurses and staff?
PRC = Professional Research Consultants, Inc.
Data unavailable 79.7
Exemplary Professional Practice
PATIENT EDUCATION Patient Education: Inpatient: PRC: Medical ICU and Definitive Step Down
Patient Education: Inpatient: PRC: Medical Telemetry and Pulmonary Renal
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MICU-DSU 95.2 96.9 90.7 93.0 87.8 93.3 96.7 88.7
PRC 50th Percentile 90.0 89.3 89.3 89.3 89.3 91.3 91.3 91.3
0
20
40
60
80
100P
erc
en
t
St. Joseph Hospital
Patient Education, Medical ICU & Definitive Step Down Unit, Critical Care
Pe
rce
nt
Pe
rce
nt
Patient Education During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
PRC = Professional Research Consultants, Inc.
95.2 96.9 90.7 93.0 93.3 96.7
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Medical Telemetry 85.7 90.9 83.6 97.8 92.9 90.0 96.3 93.9
Pulmonary Renal 91.7 79.7 89.5 91.3 89.3 94.0 96.9 94.0
PRC 50th Percentile 85.8 87.0 87.0 87.0 87.0 87.7 87.7 87.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Medical Telemetry Unit & Pulmonary Renal Unit, Medical
Pe
rce
nt
Pe
rce
nt
Patient Education During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
PRC = Professional Research Consultants, Inc.
90.9 97.8 92.9 90.0 96.3 93.9
91.7 89.5 91.3 89.3 94.0 96.9 94.0
Exemplary Professional Practice
Patient Education: Inpatient: PRC: Observation
Patient Education: Inpatient: PRC: General Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Observation 55.6 55.6 71.4 57.1 53.2 76.9 33.3
PRC 50th Percentile 55.0 55.0 55.0 55.0 55.0 55.0 55.0
0
20
40
60
80
100P
erc
en
t
St. Joseph Hospital
Patient Education, Observation Unit, Medical-Surgical
Pe
rce
nt
Pe
rce
nt
Pe
rce
nt
Patient Education Before giving you any medicine, how often did hospital staff describe possible side effects in a way that you could understand?
PRC = Professional Research Consultants, Inc.
55.6 55.6 71.4 57.1 76.9n.d.
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
General Surgery 80.0 70.8 87.1 77.3 90.9 68.8 88.5 95.0
PRC 50th Percentile 78.8 81.1 81.1 81.1 81.1 81.9 81.9 81.9
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, General Surgery Unit, Medical-Surgical
Pe
rce
nt
Pe
rce
nt
Pe
rce
nt
Patient Education Before giving you any medicine, how often did hospital staff tell you what the medicine was for?
PRC = Professional Research Consultants, Inc.
80.0 87.1 90.9 88.5 95.0
Exemplary Professional Practice
Patient Education: Inpatient: PRC: Oncology
Patient Education: Inpatient: PRC: Orthopedic
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Oncology 94.3 95.7 91.2 94.0 92.9 94.9 98.0 93.6
PRC 50th Percentile 90.2 90.7 90.7 90.7 90.7 92.2 92.2 92.2
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Oncology Unit, Medical
Pe
rce
nt
Pe
rce
nt
Patient Education During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
PRC = Professional Research Consultants, Inc.
94.3 95.7 91.2 94.0 92.9 94.9 98.0 93.6
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Orthopedics 96.1 90.9 91.2 97.7 95.3 95.2 100 100
PRC 50th Percentile 93.2 93.9 93.9 93.9 93.9 94.8 94.8 94.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Orthopedic Unit, Surgical
Pe
rce
nt
Pe
rce
nt
Patient Education During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
PRC = Professional Research Consultants, Inc.
96.1 97.7 95.3 95.2 100 100
Exemplary Professional Practice
Patient Education: Inpatient: PRC: Mother Baby Unit
Patient Education: Inpatient: PRC: Labor and Delivery / Antepartum
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Mother Baby Unit 93.5 100 81.0 91.7 93.8 80.0 93.3 76.2
PRC 50th Percentile 86.7 88.7 88.7 88.7 88.7 89.7 89.7 89.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Mother Baby Unit, Women's Services
Pe
rce
nt
Pe
rce
nt
Pe
rce
nt
Patient Education Before giving you any new medicine, how ofter did hospital staff tell you what the medicine was for?
PRC = Professional Research Consultants, Inc.
93.5 100 91.7 93.8 93.3
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
L&D/Antepartum 92.3 100 100 100 100 100 100 100
PRC 50th Percentile 97.1 96.9 96.9 96.9 96.9 97.1 97.1 97.1
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Labor & Delivery/Antepartum, Women's Services
Pe
rce
nt
Pe
rce
nt
Patient Education During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
PRC = Professional Research Consultants, Inc.
100 100 100 100 100 100 100
Exemplary Professional Practice
Patient Education: Emergency Services: Avatar
Patient Education: Emergency Services: PRC
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 88.3
Avatar Mean 86.8
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Emergency Department Patient Education Tests and procedures in Emergency were adequately explained to me before they were done.
Avatar = Avatar Solutions
88.3
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 53.0 49.5 48.5 49.7 47.2 47.0 41.9
PRC 50th Percentile 48.1 48.1 48.1 48.1 48.4 48.4 48.4
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Emergency Department Patient Education How would you rate the nurses' instructions or explanation of your treatment or tests?
PRC = Professional Research Consultants, Inc.
53.0 49.5 48.5 49.7
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Heart Center
Patient Education: Ambulatory Services: PRC: Heart Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 92.45
Avatar Mean 92.85
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Heart Center, Outpatient Diagnostic
Patient Education Tests and procedures were adequately explained to me before they were done.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 66 65.3 52.1 63.3
PRC 50th Percentile 61.3 63.6 63.6 63.6
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Heart Center, Outpatient Diagnostic
Patient Education Overall, how would you rate the staff's instructions or explanations of treatment or tests?
PRC = Professional Research Consultants, Inc.
Data unavailable; not collected by PRC
66 65.3
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Maternal Fetal Testing
Patient Education: Ambulatory Services: PRC: Maternal Fetal Testing
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 87.5
Avatar Mean 92.9
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Maternal Fetal Testing, Outpatient Diagnostic
Me
an S
core
Patient Education Tests and procedures were adequately explained to me before they were done.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 68.0 63.3 87.5 69.4 52.0 66.0 63.3
PRC 50th Percentile 70.6 70.6 70.6 70.6 71.2 71.2 71.2
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Maternal Fetal Testing, Outpatient Diagnostic
Patient Education Overall, how would you rate the staff's instructions or explanations of treatment or tests?
PRC = Professional Research Consultants, Inc.
87.5
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Kidney Transplant
Patient Education: Ambulatory Services: PRC: Kidney Transplant
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 100
Avatar Mean 92.28
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Kidney Transplant Center, Outpatient Diagnostic
Patient Education Medication and care at home were explained to me in a way I could follow.
Avatar = Avatar Solutions
100
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 62.9 70.3 65.8 35.5 73.1 64.3 55.2
PRC 50th Percentile 58.3 58.3 58.3 58.3 59.1 59.1 59.1
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Kidney Transplant Center, Outpatient Diagnostic
Patient Education How would you rate the instructions given to you upon discharge?
PRC = Professional Research Consultants, Inc.
62.9 70.3 65.8 73.1 64.3
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Pavilion MRI
Patient Education: Ambulatory Services: PRC: Pavilion MRI
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 94.59
Avatar Mean 92.85
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Pavilion MRI, Outpatient Diagnostic
Patient Education Tests and procedures were adequately explained to me before they were done.
Avatar = Avatar Solutions
94.59
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 74 66.7 70.8 74 75 73.5 59.2
PRC 50th Percentile 67.3 67.3 67.3 67.3 69.5 69.5 69.5
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Pavilion MRI, Outpatient Diagnostic
Patient Education Overall, how would you rate the staff's instructions or explanations of treatment or tests?
PRC = Professional Research Consultants, Inc.
74 70.8 74 75 73.5
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Radiation Therapy
Patient Education: Ambulatory Services: PRC: Radiation Therapy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 98.86
Avatar Mean 92.28
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Radiation Therapy, Outpatient Diagnostic
Patient Education Medication and care at home were explained to me in a way i could follow.
Avatar = Avatar Solutions
98.86
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 66.7 60 55.6 51.2 64.4 59.6 51
PRC 50th Percentile 70.9 70.9 70.9 70.9 71.5 71.5 71.5
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Radiation Therapy, Outpatient Diagnostic
Patient Education How would you rate the instructions given to you upon discharge?
PRC = Professional Research Consultants, Inc.
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Wound Care Center
Patient Education: Ambulatory Services: PRC: Wound Care Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 79.17
Avatar Mean 92.85
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Wound Care Center, Outpatient Diagnostic
Patient Education Tests and procedures were adequately explained to me before they were done.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 51.1 60.8 56.3 57.1 62 50 68
PRC 50th Percentile 56 56 56 56 61.7 61.7 61.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Wound Care Center, Outpatient Diagnostic
Patient Education Overall, how would you rate the staff's instructions or explanation of treatment or tests?
PRC = Professional Research Consultants, Inc.
60.8 68
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Cardiovascular Interventional Lab
Patient Education: Ambulatory Services: PRC: Cardiovascular Interventional Lab
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 90
Avatar Mean 94.68
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Patient Education, Cardiovascular Interventional Lab, Outpatient Cardiology
Patient Education I was well informed about what to expect related to my recovery at home.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 56 67.3 66.7 58.7 58.3 63.3 61.2
PRC 50th Percentile 56.1 56.1 56.1 56.1 57.8 57.8 57.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Cardiovascular Interventional Lab, Outpatient Cardiology
Patient Education How would you rate the instructions given to you upon discharge?
PRC = Professional Research Consultants, Inc.
67.3 66.7 58.7 58.3 63.3 61.2
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Outpatient Surgery
Patient Education: Ambulatory Services: PRC: Outpatient Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
96.0
Avatar Mean 94.7
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Pavilion Outpatient Surgery, Outpatient Surgery
100100
Patient Education I was well informed about what to expect related to my recovery at home.
Avatar = Avatar Solutions
96.0
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
66.7 71.4 58.0 67.3 64.7 68.1 72.0
PRC 50th Percentile 63.0 63.0 63.0 63.0 62.2 62.2 62.2
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Pavilion Outpatient Surgery, Outpatient Surgery
100
Patient Education How would you rate the instructions given to you upon discharge?
PRC = Professional Research Consultants, Inc.
66.7 71.4 67.3 64.7 68.1 72.0
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Pavilion Endoscopy
Patient Education: Ambulatory Services: PRC: Pavilion Endoscopy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 96.15
Avatar Mean 94.68
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Pavilion Endoscopy, Outpatient Surgery
Patient Education I was well informed about what to expect related to my recovery at home.
Avatar = Avatar Solutions
96.15
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 63.8 53.1 55.6 66.7 70 55.1 71.4
PRC 50th Percentile 62.2 62.2 62.2 62.2 62.5 62.5 62.5
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Pavilion Endoscopy, Outpatient Surgery
Pe
rce
nt
Patient Education How would you rate the instructions given to you upon discharge?
PRC = Professional Research Consultants, Inc.
63.8 66.7 70 71.4
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Multidisciplinary Center
Patient Education: Ambulatory Services: PRC: Multidisciplinary Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter
97.9
Avatar Mean 92.9
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Multidisciplinary Center, Outpatient Diagnostic
Patient Education Medication and care at home were explained to me in a way I could follow.
Avatar = Avatar Solutions
97.9
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter Clinics
60.7
PRC 50th Percentile 62.9
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Multidisciplinary Center, Outpatient Diagnostic
Patient Education Overall, how would you rate the staff's instructions or explanations of treatment or tests?
PRC = Professional Research Consultants, Inc.
Data unavailable
Exemplary Professional Practice
Patient Education: Ambulatory Services: Avatar: Infusion Center
Patient Education: Ambulatory Services: PRC: Infusion Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 97.1
Avatar Mean 92.9
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Patient Education, Infusion Center, Outpatient Diagnostic
Me
an S
core
Patient Education Medication and care at home were explained to me in a way I could follow.
Avatar = Avatar Solutions
97.1
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 68.6
PRC 50th Percentile 59.1
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Patient Education, Infusion Center, Outpatient Diagnostic
Patient Education How would you rate the instructions given to you upon discharge?
PRC = Professional Research Consultants, Inc.
Data unavailable 68.6
Exemplary Professional Practice
COURTESY AND RESPECT
Courtesy and Respect: Inpatient: PRC: Medical ICU and Definitive Step Down
Courtesy and Respect: Inpatient: PRC: Medical Telemetry and Pulmonary Renal
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MICU-DSU 91.7 88.6 98.3 76.9 92.9 93.8 90.6 90.9
PRC 50th Percentile 92.3 87.1 87.1 87.1 87.1 90.4 90.4 90.4
0
20
40
60
80
100P
erc
en
t
St. Joseph Hospital
Courtesy & Respect, Medical ICU & Definitive Step Down Unit, Critical Care
Pe
rce
nt
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
88.6 98.3 92.9 93.8 90.6 90.9
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Medical Telemetry 91.9 83.0 84.2 89.1 87.0 88.4 93.0 90.7
Pulmonary Renal 86.0 93.5 78.3 81.1 75.0 80.4 89.2 87.0
PRC 50th Percentile 88.1 87.4 87.4 87.4 87.4 87.8 87.8 87.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Medical Telemetry Unit & Pulmonary Renal Unit, Medical
Pe
rce
nt
80
100
St. Joseph Hospital
Courtesy & Respect, Medical Telemetry Unit & Pulmonary Renal Unit, Medical
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtes and respect?
PRC = Professional Research Consultants, Inc.
91.9 89.1 88.4 93.0 90.7
93.5 89.2
Exemplary Professional Practice
Courtesy and Respect: Inpatient: PRC: Observation
Courtesy and Respect: Inpatient: PRC: General Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Observation 92.0 100 75.0 95.8 85.6 90.6 91.1
PRC 50th Percentile 89.0 89.0 89.0 89.0 89.4 89.4 89.4
0
20
40
60
80
100P
erc
en
t
St. Joseph Hospital
Courtesy & Respect, Observation Unit, Medical-Surgical
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
92.0 100 95.8 90.6 91.1n.d.
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
General Surgery 91.2 82.6 84.7 95.7 85.1 93.7 86.5 90.9
PRC 50th Percentile 87.1 87.5 87.5 87.5 87.5 88.6 88.6 88.6
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, General Surgery Unit, Medical-Surgical
Pe
rce
nt
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
91.2 95.7 90.993.7
Exemplary Professional Practice
Courtesy and Respect: Inpatient: PRC: Oncology
Courtesy and Respect: Inpatient: PRC: Orthopedic
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Oncology 89.1 87.2 94.7 88.9 90.5 88.5 88.2 91.3
PRC 50th Percentile 87.0 89.0 89.0 89.0 89.0 90.3 90.3 90.3
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Oncology Unit, Medical
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
89.1 94.7 90.5 91.3
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Orthopedics 91.5 86.8 89.9 90.0 83.6 78.8 84.4 94.3
PRC 50th Percentile 87.3 88.7 88.7 88.7 88.7 88.4 88.4 88.4
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Orthopedic Unit, Surgical
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
91.5 89.9 90.0 94.3
Exemplary Professional Practice
Courtesy and Respect: Inpatient: PRC: Mother Baby Unit
Courtesy and Respect: Inpatient: PRC: Labor & Delivery / Antepartum
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Mother Baby Unit 90.7 92.9 94.7 91.7 50.0 95.5 100 100
PRC 50th Percentile 89.7 88.8 88.8 88.8 88.8 90.3 90.3 90.3
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Mother Baby Unit, Women's Services
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
90.7 92.9 94.7 91.7 95.5 100 100
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
L&D/Antepartum 84.6 100 100 90.9 100 100 77.8 83.3
PRC 50th Percentile 89.7 88.8 88.8 88.8 88.8 90.3 90.3 90.3
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Labor & Delivery/Antepartum, Women's Services
Pe
rce
nt
Courtesy & Respect During this hospital stay, how often did nurses treat you with courtesy and respect?
PRC = Professional Research Consultants, Inc.
100 100 90.9 100 100
Exemplary Professional Practice
Courtesy and Respect: Avatar: Emergency Services
Courtesy and Respect: PRC: Emergency Services
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 80.9
Avatar Mean 87.2
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy and Respect, Emergency Department
Courtesy & Respect I consistently received respect and compassion while in Emergency.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 55.3 54.9 48.7 52.1 49.5 47.7 52.0
PRC 50th Percentile 51.6 51.6 51.6 51.6 50.9 50.9 50.9
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy and Respect, Emergency Department
Courtesy & Respect How would you rate the emergency room staff's respect for your values, beliefs, and faith?
PRC = Professional Research Consultants, Inc.
55.3 54.9 52.1 52.0
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Heart Center
Courtesy and Respect: Ambulatory Services: PRC: Heart Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 95.19
Avatar Mean 94.58
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Heart Center, Outpatient Diagnostic
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
95.19
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 61.4 62.8 62.9 56.8
PRC 50th Percentile 61.8 60.8 60.8 60.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Heart Center, Outpatient Diagnostic
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
Data unavailable; not collected by PRC
62.8 62.9
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Maternal Fetal Testing
Courtesy and Respect: Ambulatory Services: PRC: Maternal Fetal Testing
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 97.4
Avatar Mean 94.6
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Maternal Fetal Testing, Outpatient Diagnostic
Me
an S
core
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
97.4
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 71.4 76.1 75.0 66.0 51.0 71.4 64.6
PRC 50th Percentile 67.5 67.5 67.5 67.5 66.8 66.8 66.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Maternal Fetal Testing, Outpatient Diagnostic
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
71.4 76.1 75.0 71.4
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Kidney Transplant
Courtesy and Respect: Ambulatory Services: PRC: Kidney Transplant
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 100
Avatar Mean 94.58
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Kidney Transplant Center, Outpatient Diagnostic
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
100
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 63.9 70 66.7 50 81.5 73.3 59.4
PRC 50th Percentile 59.6 59.6 59.6 59.6 60.6 60.6 60.6
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Kidney Transplant Center, Outpatient Diagnostic
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
63.9 70 66.7 81.5 73.3
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Pavilion MRI
Courtesy and Respect: Ambulatory Services: PRC: Pavilion MRI
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 95.11
Avatar Mean 94.58
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Pavilion MRI, Outpatient Diagnostic
Me
an S
core
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
95.11
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 70.5 65.1 64.4 69.8 72.7 69 65.9
PRC 50th Percentile 58.9 58.9 58.9 58.9 60 60 60
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Pavilion MRI, Outpatient Diagnostic
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
70.5 65.1 64.4 69.8 72.7 69 65.9
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Radiation Therapy
Courtesy and Respect: Ambulatory Services: PRC: Radiation Therapy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 96.05
Avatar Mean 94.58
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Radiation Therapy, Outpatient Diagnostic
Me
an S
core
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
96.05
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 67.5 55.6 65.1 59.6 68.1 67.3 54
PRC 50th Percentile 65.4 65.4 65.4 65.4 65.4 65.4 65.4
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Radiation Therapy, Outpatient Diagnostic
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
67.5 68.1 67.3
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Wound Care Center
Courtesy and Respect: Ambulatory Services: PRC: Wound Care Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 85
Avatar Mean 94
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Wound Care Center, Outpatient Diagnostic
Me
an S
core
Courtesy & Respect Clinical staff showed concern and sensitivity to my needs.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 53.1 58.8 65.3 62.5 66.0 60.0 62.0
PRC 50th Percentile 62.0 62.0 62.0 62.0 63.5 63.5 63.5
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Wound Care Center, Outpatient Diagnostic
Courtesy & Respect Overall, how would you rate the staff's understanding and caring?
PRC = Professional Research Consultants, Inc.
65.3 62.5 66.0
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Cardiovascular Interventional Lab
Courtesy and Respect: Ambulatory Services: PRC: Cardiovascular Interventional Lab
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 98.47
Avatar Mean 95.8
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Courtesy & Respect, Cardiovascular Interventional Lab, Outpatient Cardiology
Me
an S
core
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
98.47
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 57.8 59.5 63 54.8 69.8 63.8 64.4
PRC 50th Percentile 61.8 61.8 61.8 61.8 60.8 60.8 60.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Cardiovascular Interventional Lab, Outpatient Cardiology
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
63 69.8 63.8 64.4
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Outpatient Surgery
Courtesy and Respect: Ambulatory Services: PRC: Outpatient Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
99.0
Avatar Mean 95.8
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Pavilion Outpatient Surgery, Outpatient Surgery
Me
an S
core
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
99.0
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
68.9 78.3 73.9 64.4 73.5 70.5 77.3
PRC 50th Percentile 64.8 64.8 64.8 64.8 65.9 65.9 65.9
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Pavilion Outpatient Surgery, Outpatient Surgery
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs and faith?
PRC = Professional Research Consultants, Inc.
68.9 78.3 73.9 73.5 70.5 77.3
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Pavilion Endoscopy
Courtesy and Respect: Ambulatory Services: PRC: Pavilion Endoscopy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 98.21
Avatar Mean 95.8
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Pavilion Endoscopy, Outpatient Surgery
Me
an S
core
Me
an S
core
Courtesy & Respect I consistently received respect and compassion while at St. Joseph Hospital.
Avatar = Avatar Solutions
98.21
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 71.7 59.1 56.8 68.3 77.1 63.8 74.4
PRC 50th Percentile 65.2 65.2 65.2 65.2 65.2 65.2 65.2
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Pavilion Endoscopy, Outpatient Surgery
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, beliefs, and faith?
PRC = Professional Research Consultants, Inc.
71.7 68.3 77.1 74.4
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Multidisciplinary Clinic
Courtesy and Respect: Ambulatory Services: PRC: Multidisciplinary Clinic
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter
97.0
Avatar Mean 94.6
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Multidisciplinary Center, Outpatient Diagnostic
Courtesy & Respect Clinical staff showed concern and sensitivity to my needs.
Avatar = Avatar Solutions
97.0
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter Clinics
60.0
PRC 50th Percentile 60.6
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Multidisciplinary Center, Outpatient Diagnostic
Pe
rce
nt
Courtesy & Respect How would you rate the staff's respect for your values, belief and faith?
PRC = Professional Research Consultants, Inc.
Data unavailable Data unavailable
Exemplary Professional Practice
Courtesy and Respect: Ambulatory Services: Avatar: Infusion Center
Courtesy and Respect: Ambulatory Services: PRC: Infusion Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 98.8
Avatar Mean 94.6
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Courtesy & Respect, Infusion Center, Outpatient Diagnostic
Courtesy & Respect Clinical staff showed concern and sensitivity to my needs.
Avatar = Avatar Solutions
98.8
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 78.0
PRC 50th Percentile 65.3
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Courtesy & Respect, Infusion Center, Outpatient Diagnostic
Pe
rce
nt
Courtesy & Respect Overall, how would you rate the staff's understanding and caring?
PRC = Professional Research Consultants, Inc.
Data unavailable Data unavailable 78.0
Exemplary Professional Practice
RESPONSIVENES AND SERVICE RECOVERY
Responsiveness and Service Recovery: Inpatient: PRC: Medical ICU and Definitive Step Down Unit
Responsiveness and Service Recovery: Inpatient: PRC: Medical Telemetry and Pulmonary Renal
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MICU-DSU 93.8 69.6 88.1 78.4 64.0 81.8 71.4 85.0
PRC 50th Percentile 76.1 75.4 75.4 75.4 75.4 78.8 78.8 78.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Medical ICU & Definitive Step Down Unit, Critical Care
100
Responsiveness How often did you get help to the bathroom or in using a bedpan as soon as you wanted?
PRC = Professional Research Consultants, Inc.
93.8 88.1 78.4 85.081.8
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Medical Telemetry 62.9 64.7 77.1 70.6 80.8 67.7 71.8 71.0
Pulmonary Renal 67.3 70.4 54.5 55.6 63.2 65.7 61.1 73.3
PRC 50th Percentile 72.7 69.6 69.6 69.6 69.6 69.4 69.4 69.4
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Medical Telemetry Unit & Pulmonary Renal Unit, Medical
100
Responsiveness How often did you get help to the bathroom or in using a bedpan as soon as you wanted?
PRC = Professional Research Consultants, Inc.
77.1 70.6 80.8 71.8 71.0
70.4 73.3
Exemplary Professional Practice
Responsiveness and Service Recovery: Inpatient: PRC: Observation
Responsiveness and Service Recovery: Inpatient: PRC: General Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Observation 65.0 66.7 53.8 55.6 56.2 72.0 72.7
PRC 50th Percentile 68.0 68.0 68.0 68.0 71.1 71.1 71.1
0
20
40
60
80
100P
erc
en
t
St. Joseph Hospital
Responsiveness, Observation Unit, Medical-Surgical
100100
Responsiveness During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
PRC = Professional Research Consultants, Inc.
72.0 72.7n.d.
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
General Surgery 59.1 59.5 58.8 55.8 53.5 69.5 73.5 68.0
PRC 50th Percentile 63.5 62.2 62.2 62.2 62.2 63.5 63.5 63.5
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, General Surgery Unit, Medical-Surgical
100100
Responsiveness During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
PRC = Professional Research Consultants, Inc.
69.5 73.5 68.0
Exemplary Professional Practice
Responsiveness and Service Recovery: Inpatient: PRC: Oncology
Responsiveness and Service Recovery: Inpatient: PRC: Orthopedic
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Oncology 75.0 66.7 64.7 78.8 57.5 60.7 69.6 84.8
PRC 50th Percentile 60.3 59.3 59.3 59.3 59.3 62.1 62.1 62.1
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Oncology Unit, Medical
100100
Responsiveness During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
PRC = Professional Research Consultants, Inc.
75.0 66.7 64.7 78.8 69.6 84.8
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Orthopedics 67.2 56.5 64.5 61.7 51.9 68.9 70.0 73.9
PRC 50th Percentile 63.7 62.7 62.7 62.7 62.7 63.7 63.7 63.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Orthopedic Unit, Surgical
100100
Responsiveness During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
PRC = Professional Research Consultants, Inc.
67.2 64.5 68.9 70.0 73.9
Exemplary Professional Practice
Responsiveness and Service Recovery: Inpatient: PRC: Mother Baby Unit
Responsiveness and Service Recovery: Inpatient: PRC: Labor & Delivery / Antepartum
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Mother Baby Unit 85.2 89.7 85.3 95.8 76.7 87.8 71.9 75.0
PRC 50th Percentile 84.2 85.0 85.0 85.0 85.0 85.7 85.7 85.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Mother Baby Unit, Women's Services
100
Responsiveness How often did you get help to the bathroom or in using a bedpan as soon as you wanted?
PRC = Professional Research Consultants, Inc.
85.2 89.7 85.3 95.8 87.8
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
L&D/Antepartum 61.5 75.0 66.7 81.8 75.0 88.9 55.6 100
PRC 50th Percentile 73.1 72.6 72.6 72.6 72.6 74.3 74.3 74.3
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Labor & Delivery/Antepartum, Women's Services
100100
Responsiveness During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
PRC = Professional Research Consultants, Inc.
75.0 81.8 75.0 88.9 100
Exemplary Professional Practice
Responsiveness and Service Recovery: Emergency Services: Avatar
Responsiveness and Service Recovery: Emergency Services: PRC
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 89.6
Avatar Mean 86.3
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Responsiveness, Emergency Department Responsiveness Emergency staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
89.6
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Emergency Department 44.6 43.7 38.3 42.9 45.6 39.7 43.0
PRC 50th Percentile 43.5 43.5 43.5 43.5 43.8 43.8 43.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Emergency Department
Pe
rce
nt
Responsiveness How would you rate the responsiveness of the emergency room staff to any concerns or complaints you have had?
PRC = Professional Research Consultants, Inc.
44.6 43.7 45.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Heart Center
Responsiveness and Service Recovery: Ambulatory Services: PRC: Heart Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 90.69
Avatar Mean 91.84
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Heart Center, Outpatient Diagnostic
Responsiveness My need was taken care of promptly and to my satisfaction if there was a problem.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Heart Center 60 52.6 58.5 54.1
PRC 50th Percentile 55 57.6 57.6 57.6
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Heart Center, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
Data unavailable; not collected by PRC
60 58.5
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Maternal Fetal Testing
Responsiveness and Service Recovery: Ambulatory Services: PRC: Maternal Fetal Testing
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 90.2
Avatar Mean 92.5
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Maternal Fetal Testing, Outpatient Diagnostic
100
Responsiveness Staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Maternal Fetal Testing 64.4 66.7 87.5 63.0 45.2 77.8 64.6
PRC 50th Percentile 64.4 64.4 64.4 64.4 64.2 64.2 64.2
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Maternal Fetal Testing, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
66.7 87.5 77.8 64.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Kidney Transplant
Responsiveness and Service Recovery: Ambulatory Services: PRC: Kidney Transplant
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 97.5
Avatar Mean 92.54
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Responsiveness, Kidney Transplant Center, Outpatient Diagnostic
Responsiveness Staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
97.5
2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 2014 4Q 2014 1Q 2015
Kidney Transplant Center 64.9 65.8 52.6 41.9 74.1 59.4 60.7
PRC 50th Percentile 55.7 55.7 55.7 55.7 58.7 58.7 58.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Kidney Transplant Center, Outpatient Diagnostic
100
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
64.9 65.8 74.1 59.4 60.7
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Pavilion MRI
Responsiveness and Service Recovery: Ambulatory Services: PRC: Pavilion MRI
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 93.75
Avatar Mean 92.54
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Pavilion MRI, Outpatient Diagnostic
Responsiveness Staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
93.75
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion MRI 69.2 61.9 70.7 75.6 72.2 67.4 75.6
PRC 50th Percentile 58.6 58.6 58.6 58.6 58 58 58
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Pavilion MRI, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
69.2 61.9 70.7 75.6 72.2 67.4 75.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Radiation Therapy
Responsiveness and Service Recovery: Ambulatory Services: PRC: Radiation Therapy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 99.06
Avatar Mean 92.54
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Radiation Therapy, Outpatient Diagnostic
Responsiveness Staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
99.06
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Radiation Therapy 65.9 56.8 55.6 52.1 60.4 64.6 59.5
PRC 50th Percentile 62.7 62.7 62.7 62.7 62.7 62.7 62.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Radiation Therapy, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
65.9 64.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Wound Care Center
Responsiveness and Service Recovery: Ambulatory Services: PRC: Wound Care Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 88
Avatar Mean 92.54
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Wound Care Center, Outpatient Diagnostic
Responsiveness Staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Wound Care Center 54.8 57.4 51.2 57.8 61.7 46.8 60.9
PRC 50th Percentile 57.8 57.8 57.8 57.8 57.8 57.8 57.8
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Wound Care Center, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
61.7 60.9
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Cardiovascular Interventional Lab
Responsiveness and Service Recovery: Ambulatory Services: PRC: Cardiovascular Interventional Lab
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 97.1
Avatar Mean 95.42
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Cardiovascular Interventional Lab, Outpatient Cardiology
Responsiveness The nursing staff were responsive in answering my calls or requests.
Avatar = Avatar Solutions
97.1
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
CVIL 50 71.4 62.5 58 61.2 71.4 64.6
PRC 50th Percentile 64.2 64.2 64.2 64.2 62.9 62.9 62.9
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Cardiovascular Interventional Lab, Outpatient Cardiology
Responsiveness How would you rate the staff's responding to your requests?
PRC = Professional Research Consultants, Inc.
71.4 71.4 64.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Outpatient Surgery
Responsiveness and Service Recovery: Ambulatory Services: PRC: Outpatient Surgery
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Outpatient Surgery 98.5
Avatar Mean 95.4
0
20
40
60
80
100
Me
an S
core
St. Joseph Hospital
Responsiveness, Pavilion Outpatient Surgery, Outpatient Surgery
Responsiveness The nursing staff were responsive in answering my calls or requests.
Avatar = Avatar Solutions
98.5
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion OutpatientSurgery
79.5 76.0 70.8 70.0 77.1 72.9 79.6
PRC 50th Percentile 67.1 67.1 67.1 67.1 67.1 67.1 67.1
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Pavilion Outpatient Surgery, Outpatient Surgery
100
Responsiveness How would you rate the staff's responding to your requests?
PRC = Professional Research Consultants, Inc.
79.5 76.0 70.8 70.0 77.1 72.9 79.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Pavilion Endoscopy
Responsiveness and Service Recovery: Ambulatory Services: PRC: Pavilion Endoscopy
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 99.39
Avatar Mean 95.42
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Pavilion Endoscopy, Outpatient Surgery
Responsiveness The nursing staff were responsive in answering my calls or requests.
Avatar = Avatar Solutions
99.39
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Pavilion Endoscopy 72.3 54.3 62.2 80 80.8 68.8 79.6
PRC 50th Percentile 66.3 66.3 66.3 66.3 67.7 67.7 67.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Pavilion Endoscopy, Outpatient Surgery
Responsiveness How would you rate the staff's responding to your requests?
PRC = Professional Research Consultants, Inc.
72.3 80 80.8 68.8 79.6
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: Avatar: Multidisciplinary Clinic
Responsiveness and Service Recovery: Ambulatory Services: PRC: Multidisciplinary Clinic
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter
98.2
Avatar Mean 91.8
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Multidiscipliary Center, Outpatient Diagnostic
Responsiveness My need was taken care of promptly and to my satisfaction if there was a problem.
Avatar = Avatar Solutions
98.2
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
MultidisciplinaryCenter Clinics
42.6
PRC 50th Percentile 58.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Multidisciplinary Center, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
Data unavailable
Exemplary Professional Practice
Responsiveness and Service Recovery: Ambulatory Services: PRC: Infusion Center
Responsiveness and Service Recovery: Ambulatory Services: PRC: Infusion Center
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 97.4
Avatar Mean 91.8
0
20
40
60
80
100M
ean
Sco
re
St. Joseph Hospital
Responsiveness, Infusion Center, Outpatient Diagnostic
Responsiveness Staff tried their best to help me if there was a problem.
Avatar = Avatar Solutions
97.4
2Q2013
3Q2013
4Q2013
1Q2014
2Q2014
3Q2014
4Q2014
1Q2015
Infusion Center 73.1
PRC 50th Percentile 58.7
0
20
40
60
80
100
Pe
rce
nt
St. Joseph Hospital
Responsiveness, Infusion Center, Outpatient Diagnostic
Responsiveness How would you rate the responsiveness of the staff to any concerns or complaints you may have had?
PRC = Professional Research Consultants, Inc.
Data unavailable 73.1
Exemplary Professional Practice
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