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Patient Experience

These graphs show Dartmouth-Hitchcock Medical Center’s most recent patient experience scores compared to all hospitals that include care for patients with Medicare.

Patients who reported that their nurses ALWAYS communicated well

(Higher score is better)

  • New Hampshire Average (82%)
  • Dartmouth-Hitchcock Medical Center (80%)
  • National Average (80%)

Patients who reported that their doctors ALWAYS communicated well

  • National Average (82%)
  • New Hampshire Average (81%)
  • Dartmouth-Hitchcock Medical Center (79%)

Patients who reported that they ALWAYS received help as soon as they wanted

  • Dartmouth-Hitchcock Medical Center (71%)
  • New Hampshire Average (70%)
  • National Average (69%)

Patients who reported that their pain was ALWAYS well controlled

  • New Hampshire Average (72%)
  • National Average (71%)
  • Dartmouth-Hitchcock Medical Center (68%)

Patients who reported that staff ALWAYS explained about medicines before giving it to them

  • New Hampshire Average (67%)
  • National Average (65%)
  • Dartmouth-Hitchcock Medical Center (63%)

Patients who reported that their room and bathroom were ALWAYS clean

  • New Hampshire Average (75%)
  • National Average (74%)
  • Dartmouth-Hitchcock Medical Center (71%)

Patients who reported that the area around their room was ALWAYS quiet at night

  • National Average (62%)
  • New Hampshire Average (56%)
  • Dartmouth-Hitchcock Medical Center (39%)

Patients who reported that YES, they were given information about what to do during their recovery at home

  • Dartmouth-Hitchcock Medical Center (90%)
  • New Hampshire Average (90%)
  • National Average (87%)

Patients who STRONGLY AGREE they understood their care when they left the hospital

  • Dartmouth-Hitchcock Medical Center (56%)
  • New Hampshire Average (55%)
  • National Average (52%)

Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest)

  • Dartmouth-Hitchcock Medical Center (77%)
  • New Hampshire Average (73%)
  • National Average (72%)

Patients who reported YES, they would definitely recommend the hospital

  • Dartmouth-Hitchcock Medical Center (82%)
  • New Hampshire Average (75%)
  • National Average (72%)

How do patients at Dartmouth-Hitchcock rate their experience and how does it compare to patient experience at other hospitals in New Hampshire and across the United States?

Based on national data from Hospital Compare for all hospitals — large and small, for-profit and non-profit, community and academic — Dartmouth-Hitchcock Medical Center is currently rated at 3 stars. We exceed our patient’s expectations in areas such as understanding what to do when they go home and receiving help when they want it. Our patients also indicate a high willingness to recommend Dartmouth-Hitchcock to others.

This data also indicates what we need to improve, such as maintaining consistent cleanliness and providing a quiet environment, both of which are current improvement priorities.

How can I use this information?

This data shows you what other patients say about their experience with Dartmouth-Hitchcock inpatient care. In general, when you have time to choose which hospital to use for your medical condition, other patients’ ratings can help you see if our performance is strong in areas that matter to you. It also helps you talk with your team, to get the best care.

What do these patient experience scores mean?

Across the United States, hospitals are using the same patient experience indicators, which makes it easier for you to compare the care you can get at different hospitals. The federal government and other organizations use the publically available patient experience information to develop the scores.

Higher scores mean that:

  • Nurses and doctors communicate well with their patients and with each other
  • Patients get timely responses to requests for help
  • Patients get the information they need when they’re ready to go home
  • Patient rooms are consistently clean, restful and quiet environments

What is Dartmouth-Hitchcock doing to improve patient experiences?

Our improvement efforts are based on what you and your family share about your experiences in the hospital and in doctors’ offices.

For example, you told us we needed to create a calm, more restful environment in the hospital. To do that, we posted signs to remind all staff and visitors to use ‘Library Voices’ at all times. We provided kits with earplugs, sleep masks and white noise machines, and are reminding staff to close patient doors whenever possible. Many units implemented a 1-2 hour ‘quiet time’ break during the day to support patients’ need to rest.

We listened to what you said about our clinics and are redesigning our phone call and appointment scheduling workflows to make it easier for you to speak with someone who can meet your needs in a timely manner. We are implementing self-service check-in kiosks in some locations, piloting on-line appointment scheduling for some departments and patients and working with clinical teams to reduce your wait times.

We collect feedback in a variety of ways. Nursing leaders are checking in on patients frequently during their stay — to find out what is important, how effectively we are communicating and whether the patient is satisfied with how their pain is being managed. This way, we can fix something while you are in the hospital, to make an immediate difference and improve your experience of our care. We also invite patients to participate on task forces and committees to inform our decision making, ensure that your voices drive our work, and work to exceed your expectations.

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