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Patient Experience

We make a conscious effort to integrate patients’ and family members’ perspectives to ensure we deliver patient-centered care every time, every touch.
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An important component of being able to achieve consistently high patient experience ratings is the feedback we receive from patients and family members. We make a conscious effort to integrate their perspective to ensure we deliver patient-centered care every time, every touch.

We host monthly Patient and Family Advisory Council meetings where a group of former patients and family members provide feedback to our administrative, nursing, patient safety and patient experience leadership.

There is also a data-driven continuous monitoring process for quality indicators and patient safety metrics. We examine both our internal data and use national registries to provide benchmark comparisons.

  • Every patient care unit has specific performance metrics.
  • Progress and performance are displayed to keep staff focused on results.
  • Multispecialty teams of nurses, physicians, IT specialists, finance and data analysts work to monitor performance and redesign processes to improve patient care.

CG CAHPS | Inova Cardiology Outpatient Physician Offices

checkmark91% Likelihood to Recommend


The Clinician & Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) is a standard survey developed by the Agency for Healthcare Research and Quality to assess patient perceptions of care provided by physicians and medical groups in doctors’ offices.

IHVI survey period: 1/1/2020 – 11/19/2020
Benchmark period: 5/01/2020 – 10/31/2020
Results from Press Ganey, a national survey vendor

*Percentile ranking as determined by the Press Ganey Survey Vendor from the All Press Ganey Database of Care Sites in the United States.

Database contains n = ~28,000 care sites nationwide

HCAHPS | Hospital-Based Care

Graph_HCAHPS_2020

The Centers for Medicare and Medicaid Services require all U.S. hospitals that treat Medicare patients to participate in the national Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, a standardized tool that measures patients’ perspectives of hospital care.

IHVI survey period showing 1/1/2020 – 11/19/2020
Benchmark period: 8/1/2020 – 10/31/2020
Results from Press Ganey, a national survey vendor

*Percentile ranking is determined from the “All Press Ganey Database” of Hospitals in the U.S.

Database contains n = ~2,700 hospitals nationwide