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Patient Experience (HCAHPS): Publicly Reported Information

At Continuum Health Partners, improving the patient experience is integral to our commitment to delivering quality care with compassion and respect. We use a standardized tool called “HCAHPS” (Hospital Consumer Assessment of Healthcare Providers and Systems) to measure the patient experience and identify areas where we need to improve. HCAHPS was developed by the Centers for Medicare and Medicaid Services (CMS) to collect a standard set of data that can be used to compare our results to other hospitals in our geographic area as well as nationally.

There are many important factors that contribute to the patient experience and we are committed to making our patients' experience in our hospitals the “best.” We strive to be a top performer in this area and are working hard to achieve this goal.

We are proud to share our results with you and what we are doing to improve our customer service and quality of care. Click on any of the metrics below to see our hospitals’ ratings for:

Overall Patient Experience
As part of the survey, patients are asked to rate our hospitals on a scale of 1 (worst hospital possible) to 10 (best hospital possible). This question reports how patients viewed their overall experience at our hospital. The table below shows the percentage of patients who rated our hospital as a “9” or “10” (best hospital possible).

Overall Patient Experience (9 or 10)
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 61%
Beth Israel Kings Highway (Brooklyn) 56%
St. Luke’s Hospital 59%
Roosevelt Hospital 47%
New York Eye & Ear Infirmary 63%
Long Island College Hospital 46%
United States Average 65%
New York State Average 57%

Likelihood to Recommend our Hospital
As part of the survey process, patients are asked to rate their experience with us and asked if they would recommend our hospitals to friends and family.

The table below shows the percentage of patients who reported that they would “definitely” recommend our hospitals to others.

Would Definitely Recommend this Hospital
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 64%
Beth Israel Kings Highway (Brooklyn) 54%
St. Luke’s Hospital 70%
Roosevelt Hospital 67%
New York Eye & Ear Infirmary 75%
Long Island College Hospital 61%
United States Average 68%
New York State Average 62%

Communication with Nurses
As part of the survey process, patients are asked to rate their experience with how well the nursing staff communicated with them. Specifically, did the nurses:
  • Treat you with courtesy and respect?
  • Listen carefully to you?
  • Explain things in a way you could understand?

The table below shows the percentage of patients who reported that the nursing staff “always” communicated well with them.

Nurses Always Communicated Well
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 64%
Beth Israel Kings Highway (Brooklyn) 70%
St. Luke’s Hospital 73%
Roosevelt Hospital 59%
New York Eye & Ear Infirmary 71%
Long Island College Hospital 55%
United States Average 74%
New York State Average 70%

Communication with Doctors
As part of the survey process, patients are asked to rate their experience with how well our doctors communicated with them. Did the doctors:
  • Treat you with courtesy and respect?
  • Listen carefully to you?
  • Explain things in a way you could understand?

The table below shows the percentage of patients who reported that their doctors “always” communicated well with them.

Doctors Always Communicated Well
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 73%
Beth Israel Kings Highway (Brooklyn) 82%
St. Luke’s Hospital 78%
Roosevelt Hospital 72%
New York Eye & Ear Infirmary 78%
Long Island College Hospital 70%
United States Average 80%
New York State Average 76%

Responsiveness of Hospital Staff
As part of the survey process, patients are asked to rate their experience with the timeliness of assistance from staff with the following:
  • 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 in getting to the bathroom or in using a bedpan as soon as you wanted?

The table below shows the percentage of patients who reported that the hospital staff were “always” responsive to their needs.

Hospital Staff Was Always Responsive
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 51%
Beth Israel Kings Highway (Brooklyn) 76%
St. Luke’s Hospital 45%
Roosevelt Hospital 48%
New York Eye & Ear Infirmary 69%
Long Island College Hospital 50%
United States Average 62%
New York State Average 55%

Pain Management
As part of the survey process, patients are asked to rate their experience with how well their pain was controlled. Patients were asked, During this hospital stay:
  • How often was your pain well controlled?
  • How often did the hospital staff do everything they could to help you with your pain?

The table below shows the percentage of patients who reported that their pain was “always” well-managed.

Pain Was Always Well Managed
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 64%
Beth Israel Kings Highway (Brooklyn) 58%
St. Luke’s Hospital 60%
Roosevelt Hospital 64%
New York Eye & Ear Infirmary 72%
Long Island College Hospital 59%
United States Average 68%
New York State Average 64%

Communication about Medicines
As part of the survey process, patients are asked to rate their experience with our staff explaining the following when new medications were given:
  • What the medicine was for.
  • The possible side effects in a way the patient could understand.
The table below shows the percentage of patients who reported that the hospital staff “always” explained the medicines before being given to them.

Staff Always Explained Medications
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 55%
Beth Israel Kings Highway (Brooklyn) 38%
St. Luke’s Hospital 55%
Roosevelt Hospital 58%
New York Eye & Ear Infirmary 55%
Long Island College Hospital 48%
United States Average 59%
New York State Average 55%

Cleanliness of Hospital Environment
As part of the survey process, patients are asked to rate their experience with the cleanliness of our facility during their stay. Specifically, how often their room and bathroom were kept clean.

The table below shows the percentage of patients who reported that the hospital facilities were “always” clean.

Hospital Environment Was Always Clean
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 66%
Beth Israel Kings Highway (Brooklyn) 75%
St. Luke’s Hospital 54%
Roosevelt Hospital 55%
New York Eye & Ear Infirmary 72%
Long Island College Hospital 56%
United States Average 70%
New York State Average 65%

Quietness of Hospital Environment
As part of the survey process, patients are asked to rate their experience with how often the area around their room was quiet at night. The table below shows the percentage of patients who reported that the Hospital facilities were “always” quiet at night.

Hospital Environment Was Always Quiet
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 56%
Beth Israel Kings Highway (Brooklyn) 43%
St. Luke’s Hospital 51%
Roosevelt Hospital 44%
New York Eye & Ear Infirmary 64%
Long Island College Hospital 55%
United States Average 56%
New York State Average 47%

Discharge Information Received
As part of the survey process, patients are asked to rate their experience with the information they were given about what do to during their recovery at home. Did the hospital,
  • Talk to patients about whether they needed help at home?
  • Provide written information about symptoms or health problems to look out for after they left the hospital?

Discharge Information Was Received
Facility Current Scores
4th Quarter 2009
Beth Israel Petrie Division (Manhattan) 76%
Beth Israel Kings Highway (Brooklyn) 69%
St. Luke’s Hospital 76%
Roosevelt Hospital 73%
New York Eye & Ear Infirmary 80%
Long Island College Hospital 62%
United States Average 80%
New York State Average 79%

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