Quality Measurements and Patient Satisfaction

Quality Measurements

We continually assess our performance on quality measures that have been proven to improve patient outcomes. The measures below are tracked nationally on Hospital Compare through the efforts of the Centers for Medicare & Medicaid Services (CMS). We follow national best practices (also called evidence-based processes of care) and track every patient to be sure each patient receives the best possible care.

Learn more about how we perform in these areas:

The Hospital Compare database is refreshed quarterly on a rolling basis. Each quarter, an additional quarter's data is added and the oldest quarter's data is deleted. The online report is always a year behind current data, so data on publicly reported sites may be a year or more old.

The reports on our site include information from Hospital Compare as well as our most current data averaged over the past year.

How We Measure Patient Satisfaction

The Hospital Consumer Assessment of Health Providers and Systems (HCAHPS – pronounced “H-caps”) Survey is a standardized instrument for collecting and measuring patients' perceptions of their hospital experience.

We are committed to meeting our patients’ expectations and providing the best care possible in a safe, comfortable environment through patient- and family-centered care. To ensure we do that, we continually measure patient satisfaction results through patient surveys.

Our patient satisfaction scores show us what is important to you. High patient satisfaction scores indicate we are doing an excellent job of listening to our patients and their families.

View our HCAHPS scores in the following areas: 

  • Communication with Nurses
  • Communication with Doctors
  • Responsiveness of Hospital Staff
  • Pain Management
  • Communication about Medicines
  • Cleanliness of Hospital
  • Quietness of Hospital
  • Discharge Information
  • Care Transitions
  • Overall Rating
  • Likelihood to Recommend

Press Ganey

We also use the Press Ganey Patient Satisfaction Survey to learn how we can improve our patients’ health care experience. Patients who are seen at Wake Forest Baptist Health’s outpatient clinics are randomly selected to receive a survey. In June 2014, we became the first health care system in North Carolina and only the fourth in the United States to post patient satisfaction data and comments – both positive and negative – about staff physicians on its website. We collect the comments from the Care Provider section of the Press Ganey Survey and post them weekly. Learn more information about the Press Ganey Patient Satisfaction Survey.

If you ever have a question or comment about patient care, please contact the Office of Patient Relations.