How patients rate Snohomish County hospitals

Published 10:48 pm Monday, September 22, 2008

Patients now have a chance to diagnose what’s right — and what’s wrong — with how they’re treated in local hospitals.

As part of an ongoing national effort to improve care, patients in Snohomish County, and across the nation, are being asked to rate hospitals on measures such as how well doctors and nurses communicated with them, how well their pain was managed and whether they’d recommend that family members or friends use the same hospital.

Results of the most recent surveys found that Providence Regional Medical Center Everett scored above the state average for overall patient satisfaction, Cascade Valley Hospital in Arlington was two points below the state average, and Stevens Hospital in Edmonds was 13 percentage points below the state average.

The most recent survey of patients was conducted between January and December of last year. The ratings were based on patient surveys with results from hospitals in Snohomish County, the state and nation listed on a federal Web site, www.hospitalcompare.hhs.gov. Hospital participation in the surveys is voluntary.

Although Everett’s hospital scored three points above both state and national averages for the percent of patients who rated their care as best possible, the hospital dropped eight percentage points below the state average for the how patients rated the cleanliness of their room and bathroom.

Follow-up surveys show that there was some difference in cleanliness grades given by patients staying in older and newer hospital rooms, said Kim Williams, the hospital’s nursing officer.

“That’s not an excuse,” said Dr. Lawrence Schecter, the hospital’s chief medical officer. “We have to create the perception that we’re as clean as clean can be.”

The hospital also scored two percentage points below the state average on how well patient’s pain was controlled.

The hospital conducts up to 1,500 joint and spinal surgeries a year, and many of the patients had been enduring chronic pain for some time before their operation, Schecter said. This can mean that some patients need three to four times the typical amount of medication to help stanch their pain, he said.

The hospital has a group working on the issue, Williams said.

Cascade Valley scored above state averages on seven other ratings, from how quickly patients were helped by hospital staff, how well their pain was controlled and whether patients would recommend the hospital to others.

“I’m very pleased that the patients appreciate the hospital and believe that it’s a good facility,” said Clark Jones, chief executive.

Stevens also scored 15 points below the state average on whether patients would recommend the hospital to friends and family, and 16 points below the state average on keeping patient rooms and bathrooms clean.

It did better on how doctors communicate with patients but was still one point below the state average.

“We’re not happy with any of those scores,” said hospital spokesman Jack Kirkman.

“I think it’s fair to say we’re disappointed and we thought they would be better,” he said. “It doesn’t diminish our resolve one iota to work on that.”

Fred Langer, one of five publicly elected members of the hospital board, said the performance of the hospital’s top executives will be judged on patient survey results.

“They’re being held accountable for patient satisfaction and the quality of care,” he said.

“I am disappointed that we don’t see the sort of bounce I was hoping to see.”

The hospital also lagged behind the state average on overall patient satisfaction and whether patients would recommend the hospital to others during an survey released earlier this year. At the time, hospital officials said they thought these scores would improve with the next round of results.

Results were not posted for Valley General Hospital in Monroe because of a change in the company that conducts the survey. Its patient satisfaction results will be posted March 2009, according to spokeswoman Kathy Nelson.

Reporter Sharon Salyer: 425-339-3486 or salyer@heraldnet.com.

Full results

To see the complete listing of survey results, go to www.hospitalcompare.hhs.gov.