Patient Experience
View our data for these quality measures.
About
No patient wants to be in the hospital, but if they have to be, their level of satisfaction is largely dependent on the quality of their experience. If you need to stay in the hospital, our goal is to make you and your family members as comfortable as possible. That's why we consider the patient experience to be another factor in the quality of care at Carilion facilities.
Patient Experience Measures
These measures show Carilion Clinic hospitals compare to the national and state average on patient-experience questions. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) is a national survey that asks patients about their experiences during a recent hospital stay. This data was provided by the Centers for Medicare and Medicaid Services at https://www.medicare.gov/hospitalcompare. Data period is Oct. 1, 2018 – Sept. 30, 2019.
Measure: Patients who reported that their nurses “always” communicated well.
- National average: 81 percent
- Virginia average: 80 percent
- Carilion Franklin Memorial Hospital: 78 percent
- Carilion Giles Community Hospital: 86 percent
- Carilion Medical Center: 77 percent
- Carilion New River Valley Medical Center: 79 percent
- Carilion Rockbridge Community Hospital : 84 percent
- Carilion Tazewell Community Hospital: 85 percent
Measure: Patients who reported that their doctors “always” communicated well.
- National average: 82 percent
- Virginia average: 81 percent
- Carilion Franklin Memorial Hospital: 82 percent
- Carilion Giles Community Hospital: 85 percent
- Carilion Medical Center: 78 percent
- Carilion New River Valley Medical Center: 79 percent
- Carilion Rockbridge Community Hospital: 90 percent
- Carilion Tazewell Community Hospital: 93 percent
Measure: Patients who reported that they “always” received help as soon as they wanted.
- National average: 70 percent
- Virginia average: 67 percent
- Carilion Franklin Memorial Hospital: 65 percent
- Carilion Giles Community Hospital: 71 percent
- Carilion Medical Center: 62 percent
- Carilion New River Valley Medical Center: 59 percent
- Carilion Rockbridge Community Hospital: 83 percent
- Carilion Tazewell Community Hospital: 70 percent
Measure: Patients who reported that staff “always” explained about medicines before giving it to them.
- National average: 66 percent
- Virginia average: 64 percent
- Carilion Franklin Memorial Hospital: 59 percent
- Carilion Giles Community Hospital: 74 percent
- Carilion Medical Center: 61 percent
- Carilion New River Valley Medical Center: 58 percent
- Carilion Rockbridge Community Hospital: 69 percent
- Carilion Tazewell Community Hospital: 70 percent
Measure: Patients who reported that their room and bathroom were “always” clean.
- National average: 76 percent
- Virginia average: 74 percent
- Carilion Franklin Memorial Hospital: 80 percent
- Carilion Giles Community Hospital: 91 percent
- Carilion Medical Center: 66 percent
- Carilion New River Valley Medical Center: 72 percent
- Carilion Rockbridge Community Hospital: 86 percent
- Carilion Tazewell Community Hospital: 89 percent
Measure: Patients who reported that the area around their room was “always” quiet at night.
- National average: 62 percent
- Virginia average: 60 percent
- Carilion Franklin Memorial Hospital: 53 percent
- Carilion Giles Community Hospital: 67 percent
- Carilion Medical Center: 48 percent
- Carilion New River Valley Medical Center: 48 percent
- Carilion Rockbridge Community Hospital: 63 percent
- Carilion Tazewell Community Hospital: 66 percent
Measure: Patients who reported that yes, they were given information about what to do during their recovery at home.
- National average: 87 percent
- Virginia average: 87 percent
- Carilion Franklin Memorial Hospital: 87 percent
- Carilion Giles Community Hospital: 95 percent
- Carilion Medical Center: 87 percent
- Carilion New River Valley Medical Center: 83 percent
- Carilion Rockbridge Community Hospital: 88 percent
- Carilion Tazewell Community Hospital: 84 percent
Measure: Patients who “strongly agree” they understood their care when they left the hospital.
- National average: 54 percent
- Virginia average: 53 percent
- Carilion Franklin Memorial Hospital: 48 percent
- Carilion Giles Community Hospital: 64 percent
- Carilion Medical Center: 48 percent
- Carilion New River Valley Medical Center: 47 percent
- Carilion Rockbridge Community Hospital: 55 percent
- Carilion Tazewell Community Hospital: 55 percent
Measure: Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest).
- National average: 73 percent
- Virginia average: 71 percent
- Carilion Franklin Memorial Hospital: 75 percent
- Carilion Giles Community Hospital: 80 percent
- Carilion Medical Center: 69 percent
- Carilion New River Valley Medical Center: 72 percent
- Carilion Rockbridge Community Hospital: 74 percent
- Carilion Tazewell Community Hospital: 68 percent
Measure: Patients who reported yes, they would definitely recommend the hospital.
- National average: 72 percent
- Virginia average: 70 percent
- Carilion Franklin Memorial Hospital: 72 percent
- Carilion Giles Community Hospital: 83 percent
- Carilion Medical Center: 72 percent
- Carilion New River Valley Medical Center: 72 percent
- Carilion Rockbridge Community Hospital: 70 percent
- Carilion Tazewell Community Hospital: 72 percent
MyChart Improves Patient Communication
Imagine being able to sit in bed and request an appointment with your physician or renew a prescription. With MyChart, it’s possible. MyChart is an online health management tool that allows you to:
- Review your medical records
- Review your test results online – no waiting for a phone call or letter
- Communicate with your physicians securely
- Request medication refills
- Request and manage appointments
- Review your account summary and pay your bill
You can even have proxy access to track the health records of both your parents and your children if certain legal requirements are met.
