Patient Satisfaction update

A letter from Dean Roper

Dear Colleagues,

I am happy to report that in the latest HCAHPS data, 85 percent of those surveyed said they would recommend UNC Hospitals to friends and family. In fact, UNC Hospitals is the leader among Triangle Hospitals on seven of the 10 HCAHPS measures.

I am also truly pleased to inform you that our inpatient satisfaction scores for the October – December 2008 quarter are the highest ever recorded at UNC Hospitals.

Our 84.7 overall inpatient score for the quarter tells us that Commitment to Caring and our dedication to patients and colleagues are making a difference. Our new inpatient score places us at the 60th percentile of the University HealthSystem Consortium (UHC) group rankings, which means we are closing in on our inpatient goal of reaching the 65th percentile.

In our outpatient clinics, an overall score of 90 places us in the UHC’s 70th percentile for the October – December 2008 quarter. This is great news because it keeps us well ahead of our goal, the 65th percentile.

We are committed to finding and implementing the processes that will enable us all to continue improving our inpatient and outpatient scores. I encourage everyone to visit our Quality Web page to learn more about how we measure patient satisfaction and to review our scores more closely.

Thanks again for your hard work at improving our patients’ experiences at UNC Health Care.


William L. Roper, MD, MPH
CEO, UNC Health Care System
Dean, UNC School of Medicine
Vice Chancellor for Medical Affairs


 HCAHPS Jan. 29

A PDF version of this letter is available here.