Our Survey Results

You Speak, We Listen: Nantucket Cottage Hospital is committed to listening to the voices of patients and families in our continuous focus on improving the patient experience.

There are many ways in which NCH listens to those we serve. Ongoing surveys following patient visits to the hospital are one important mechanism. To understand inpatient care experiences, NCH⁠ — and hospitals nationally⁠ — administer a standardized survey called the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

We are pleased to share our HCAHPS survey results below:

Overall Rating of Hospital

What are we measuring? As part of a survey about the experience at Nantucket Cottage Hospital, patients are asked to rate their overall experience at the hospital on a scale of zero (worst) to 10 (best). The scores shown below represent inpatients that gave the hospital the top ratings of nine or 10.

Willingness to Recommend Hospital

What are we measuring? As part of a survey about their experience at Nantucket Cottage Hospital, hospital patients are asked whether they would recommend the hospital to their friends and family. This information provides us with insight into the overall experience of care at NCH.

Communication with Nurses

What are we measuring? As part of a survey about their experience at Nantucket Cottage Hospital, hospital patients are asked the following three questions about their interactions with nursing staff:

  • During this hospital stay, how often did nurses treat you with courtesy and respect?
  • During this hospital stay, how often did nurses listen carefully to you?
  • During this hospital stay, how often did nurses explain things in a way you could understand?

The answers to these questions help us identify areas in which our staff’s communication skills are strong, as well as areas in need of improvement.

Communication with Doctors/Providers

What are we measuring? As part of a survey about their experience at Nantucket Cottage Hospital, hospital patients are asked the following three questions about their interactions with physicians:

  • During this hospital stay, how often did doctors treat you with courtesy and respect?
  • During this hospital stay, how often did doctors listen carefully to you?
  • During this hospital stay, how often did doctors explain things in a way you could understand?

The answers to these questions help us identify areas in which the doctors’ communication skills are strong, as well as areas in need of improvement.

Communication about Medications

What are we measuring? As part of a survey about their experience at Nantucket Cottage Hospital, hospital patients are asked the following two questions about their experience receiving medications in the hospital:

  • Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?
  • Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?

The answers to these questions help us identify areas in which we can improve our communications with patients about medications.

Responsiveness of Hospital Staff

What are we measuring? As part of a survey about their experience at Nantucket Cottage Hospital, hospital patients are asked the following two questions about the timeliness of assistance from our staff:

  • 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?

This information helps us gauge how responsive our staff members are to patient needs and identify areas for improvement.

Room Cleanliness

What are we measuring? As part of a survey about the experience at Nantucket Cottage Hospital, patients are asked the following question about our physical environment:

  • During this hospital stay, how often was your room and bathroom kept clean?

This information helps us better understand patients’ perceptions of the NCH environment.

Quiet at Night

What are we measuring? As part of a survey about the experience at Nantucket Cottage Hospital, patients are asked the following question about the physical environment:

  • During this hospital stay, how often was the area around your room quiet at night?

This information helps us better understand patients’ perceptions of the NCH environment and identify opportunities to improve.

Discharge Information

What are we measuring? As part of a survey about the experience at Nantucket Cottage Hospital, patients are asked the following two questions about the discharge instructions they received:

  • During your hospital stay, did hospital staff talk with you about whether you would have the help you needed when you left the hospital?
  • During your hospital stay, did you get information in writing about what symptoms or health problems to look out for after you leave the hospital?

This information helps us better understand patients’ perceptions of the instructions provided by NCH staff and identify opportunities to improve.

Care Transitions

What are we measuring? As part of a survey about the experience at Nantucket Cottage Hospital, patients are asked the following three questions about their discharge:

  • Did hospital staff consider your health care options and wishes when deciding what kind of care you would need after leaving the hospital?
  • Did you and/or your caregivers understand what you would have to do to take care of yourself after leaving the hospital?
  • Did you know what medications you would be taking and why you would be taking them after leaving the hospital?

This information helps us better understand patients’ perceptions and identify opportunities to improve the coordination and continuity of care transitions.