Consumer Hospital Assessment

The Hospital Consumer Assessment of Health Plans Survey asks consumers and patients to evaluate their experiences with several different aspects of hospital care.

The scores listed in the bar graph below indicate how many Mayo patients said that the activities measured in the survey take place "always" in a specific hospital.

Hospital Consumer Assessment of Health Plans Survey (HCAHPS)

Hospital ratings

Patients were asked to rate their hospital on a scale of 1 to 10, with 10 being the best.

The percentage of patients rating Mayo hospitals either 9 or 10 on this scale:

  • Mayo Clinic Hospital in Arizona: 84 percent
  • Mayo Clinic Hospital in Florida: 84 percent
  • Mayo Clinic Hospital, Methodist Campus: 83 percent
  • Mayo Clinic Hospital, Saint Marys Campus: 80 percent

The national average of patients rating their hospital either 9 or 10 is 70 percent (through June 2012).

Willingness to recommend

Patients were asked to describe how willing they would be to recommend their hospital to others. The percentage of patients definitely willing to recommend a Mayo hospital:

  • Mayo Clinic Hospital in Arizona: 84 percent
  • Mayo Clinic Hospital in Florida: 89 percent
  • Mayo Clinic Hospital, Methodist Campus: 85 percent
  • Mayo Clinic Hospital, Saint Marys Campus: 87 percent

The national average for the number definitely willing to recommend their hospital is 71 percent (through June 2012).

Explanations of categories

Explanations for the patient perspectives are summarized in the following table. To collect the data, researchers use telephone surveys or paper surveys to get information from a sample of patients. The patients are asked to indicate whether the activities take place "never," "sometimes," "usually" or "always" in a hospital where they recently had an overnight stay for treatment. The only responses reported are those that say the activity "always" took place.

Patient care activities evaluated Explanation of this care
Communication with nurses Includes information on how often nurses treat patients with courtesy and respect, and how often they listen carefully and explain things in a way that can be understood.
Communication with doctors Includes information on whether doctors treat patients with courtesy and respect, and whether they listen carefully and explain things in a way that can be understood.
Communication about medications Includes information on how often staff explain what medications are used, the reason for the medication, and possible side effects of new medications – all in a way that can be understood.
Responsiveness of staff Includes information on staff responses to patients who press the call button, how often patients received help when they wanted it, and how often patients received prompt help getting to the bathroom or in using a bedpan.
Cleanliness of hospital environment Includes information on how often the patients' rooms and bathrooms were kept clean.
Quietness of hospital environment Includes information on how often the area around the patients' rooms was quiet at night.
Pain management Includes information on how often the patient's pain was well controlled and how often staff did everything they could to help with pain.
Discharge information Includes information on whether the hospital staff talked with patients about the help they would need when they left the hospital. Also addresses whether the patients received written information about what symptoms or health problems to look out for after they left the hospital.