What Our Patients Are Saying

In keeping with its Christian heritage and tradition of service, the mission of Deaconess is to provide quality health care services with a compassionate and caring spirit to persons, families and communities of the Tri-State. Compassionate care means anticipating patient needs, meeting or exceeding those needs, and doing so with a willing heart. It means placing courtesy above efficiency, and believing that doing so will create a difference for those we serve.

We believe that quality care does more than give the best medical results. It also offers our patients a satisfying experience.

We understand that medical care isn't necessarily enjoyable, but we do our best to offer the most pleasant experience possible. We rely on our patients to tell us if we're succeeding. We even compare the results to feedback received by other hospitals.

	Inpatient Satisfaction Survey Percent of Good & Very Good Responses (Oct - Dec '08) Admission Process 90% Room 87% Meals 84% Nursing Care 92% Tests & Treatments 92% Visitors and Family Experience 93% Physician 90% Discharge Process 86% Personal Issues 91% Likelihood of Recommending Hospital 92% Outpatient Satisfaction Percent of Good & Very Good Responses Registration 94% Facility 94% Tests & Treatments 96% Personal Issues 96% Likelihood of Recommending Hospital 96%

How Our Patients Assess Our Healthcare Delivery Performance

The Hospital Consumer Assessment of Healthcare Providers and Systems (or HCAHPS) is a publically reported assessment that was requested by the Centers for Medicare and Medicaid Services (CMS) to measure patient perceptions of care. The goal of this public reporting instrument, as stated by CMS, is to provide consumers with information that might be helpful in choosing a hospital. HCAHPS scores reflect survey responses from adult patients experiencing an acute care stay at a hospital. Pediatric patients are not included.

Through our participating in the HCAHPS survey, we are able to publically report our performance and quality of care as perceived by our patients.

	Percent of Usually & Always (Oct - Dec '08) Percent of patients who reported that their nurses communicated well. 94% Percent of patients who reported that their doctors communicated well. 94% Percent of patients who reported that they received help as soon as they wanted. 83% Percent of patients who reported that their pain was well controlled. 92% Percent of patients who reported that staff explained what new medicine was for. 86% Percent of patients who reported that their room and bathroom were clean. 92% Percent of patients who reported that the area around their room was quiet at night. 89%

	Deaconess Score (Oct - Dec '08) Percent of patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest) 58% rated 9 or 10 Percent of patients who reported YES, they would recommend the hospital. 93%

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• Evansville, Indiana
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