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Patient Satisfaction Mercy is committed to providing the highest quality of care to all patients. Mercy’s dedication to measuring and improving patient satisfaction has resulted in several innovative programs to improve and augment patient care and satisfaction at each facility. Patient satisfaction isn’t just a vague matter of people feeling good about the care they have received. It is essential to delivering very good care throughout all aspects of the patient’s hospital, emergency room, or ambulatory clinic experience. At Mercy, patient satisfaction is measured using the Press Ganey Patient Satisfaction Survey which includes the CMS HCAHPS questions. Press Ganey is an organization that specializes in health care quality assessment and improvement. A list of all discharged patient names is submitted daily to Press Ganey who randomly selects a statistically significant sample utilizing the CMS guidelines. Selected patients are mailed a survey and asked to rate each area of measurement on a 5 point scale, with 5 representing the highest rating, or “very good”. Key areas of measurement include how patients rate their overall quality of care and likelihood to recommend Mercy. Because of Mercy’s high standards and in keeping with CMS standards, only those measurements that receive a 5 rating, are tabulated. Presently, over 73% of patients rate Mercy at the highest level which ranks us above the 66th percentile. Mercy facilities continue to focus on service and have been trending up in all key measures of patient satisfaction including overall quality of care and likelihood to recommend.