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Patient Satisfaction
Following their hospitalization at Our Lady of the Lake, our patients are asked to tell us about their satisfaction with all aspects of their stay. Our patient satisfaction measurement program is conducted by Press Ganey, Associates, located in South Bend, Indiana. Press Ganey is the health care community's top measurement and improvement company. Press Ganey mails questionnaires to a randomly selected sample of patients, within five to ten days of their discharge from the hospital.
The Lake was awarded a Press Ganey Compass Award in 2004. This award recognizes healthcare facilities whose overall satisfaction scores have shown the greatest improvement over the past two years relative to the other healthcare facilities that also participate in their measurement programs.
Overall Patient Satisfaction
OLOL is better than the average for hospitals participating in the Press Ganey inpatient survey.
| Overall Patient Satisfaction Based on Adult Patient Stays |
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3Q 2010 |
4Q 2010 |
1Q 2011 |
2Q 2011 |
3Q 2011 |
| OLOLRMC |
88.5 |
86.4 |
85.9 |
86.8 |
87.3 |
| Press Ganey Average |
86.1 |
86.1 |
85.9 |
86.1 |
86.4 |
Higher numbers are better.
Color indicates OLOLRMC meets or exceeds the Press Ganey average.
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Patients choose a rating scale of Very Good, Good, Fair, Poor, Very Poor to rate their satisfaction. The ratings are converted to a score between 0 and 100 (Very Good = 100, Good = 75, Fair = 50, Poor = 25, and Very Poor = 0).
A perfect score of 100 means the patient answered all the questions "Very Good." The overall scores for all patients are averaged together to obtain a mean or average score. More than 3,000 of our patients complete the survey each year.
The overall average summarizes the average score for all hospitals participating in the Press Ganey, Associates inpatient survey.
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