Ambulatory Care Patient Experience Dashboard: Likelihood ...

March 2015 Dashboard

Ambulatory Care Clinic Performance Team #1

Cardiovascular Medicine Cardiovascular Surgery Clinic Vascular Clinic Neurology Clinic Neurosurgery Clinic Kidney Transplant Liver Transplant Chest Clinic

Clinic Performance Team #2

Digestive Health Ctr - Blake Wilbur Surgical Specialties - Blake Wilbur Integrative Medicine Clinic Infectious Diseases SIM West Stanford Family Medicine-Hoover Stanford Coordinated Care Endocrine Clinic Liver Clinic Immunology and Rheumatology Clinic Kidney Clinic Positive Care Clinic Surgical Specialties Clinic Primary Care Portola Valley Senior Care Stanford Concierge Medicine Los Altos Primary Care

Ambulatory Care Patient Experience Dashboard: "Likelihood to Recommend" (LTR)1

Mean scores

National Facilities Percentile2

Top Box Analysis

Director

Manager

Clinic Chief

LTR Target = 94.7 mean score LTR Target = 74th percentile3

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

2014

2014

2014

2015

n-sizes

Nov-Jan 2015

-

-

-

94.0

94.4

94.3

94.5

56

64

61

66

83%

83%

84%

84%

7,591

-

-

Zei

94.8

94.9

94.7

94.8

74

76

73

74

84%

84%

84%

85%

2,029

Kell

Morris

Zei

95.3

95.6

95.7

95.7

85

90

90

90

85%

86%

86%

86%

688

Kell

Morris

Woo

96.9

97.1

98.0

98.6

98

99

99

99

88%

88%

92%

94%

53

Kell

Kwong

Mell

94.6

95.0

95.7

96.5

68

78

90

97

79%

81%

88%

91%

128

Kresge

Mayberry

So

94.2

93.6

92.6

92.7

60

48

32

33

84%

82%

79%

79%

606

Kresge

Gonzales

Shuer

94.8

95.1

95.1

94.8

74

81

81

74

84%

85%

87%

87%

242

Dudley

Dudley

Scandling

96.1

96.5

95.5

94.0

95

97

88

55

84%

86%

84%

82%

50

Dudley

Dudley

Ahmed

95.6

94.6

96.7

95.8

90

71

98

90

88%

82%

87%

86%

59

Dudley

Green

Ruoss

94.2

96.0

95.5

96.1

60

93

88

94

82%

87%

87%

87%

203

-

-

Singh

94.0

94.5

94.5

94.7

57

68

67

70

83%

84%

84%

84%

2,014

Dudley

Acu

Ladabaum

91.3

92.0

92.8

92.5

19

27

35

30

79%

78%

78%

76%

182

Dudley

Acu

Morton

96.4

96.4

96.7

95.5

97

97

97

88

85%

86%

87%

86%

56

Goodger

Charles

Spiegel

90.3*

95.5*

96*

98.4*

15*

88*

93*

99*

72%*

86%* 88%*

94%*

16*

Dudley

Dudley

Ho

92.9

94.8

96.1

95.0

35

74

93

78

87%

88%

88%

84%

70

Goodger

Welch

Singh

94.5

94.9

94.7

95.0

67

75

71

79

83%

83%

84%

86%

388

Goodger

Vega

Mahoney

93.5

94.0

93.7

93.3

47

55

50

43

82%

85%

83%

83%

254

Goodger

Randhava

Glaseroff/Lindsay

98.9*

100.0

99.5

99.3

99*

99

99

99

95%*

100%

98%

97%

72

Dudley

Green

Kraemer

93.8

93.8

94.0

93.8

51

51

56

51

82%

82%

83%

82%

200

Dudley

Acu

Ahmed

95.2

93.7

92.8

90.8

84

50

36

16

83%

81%

81%

74%

95

Dudley

Dudley

Genovese

92.8

92.6

92.9

94.9

34

31

36

75

78%

77%

78%

83%

112

Dudley

Dudley

Isom

95.6

95.7

95.1

95.1

89

90

81

80

84%

85%

83%

82%

92

Dudley

Dudley

Brooks

97.8*

98.5

97.0

96.7

99*

99

99

98

91%*

94%

88%

87%

45

Dudley

Dudley

Spain

80.7*

89.8*

88*

88.5*

1*

13*

8*

10*

64%*

73%* 67%*

63%*

24*

Goodger

Wolfe

Hafer

96.2

96.6

96.8

98.0

96

98

98

99

90%

89%

90%

92%

183

Goodger

Randhava

Martin

93.6

93.8

93.4

92.0

48

52

43

26

84%

85%

81%

76%

91

Goodger

Rattia

Pakdaman

100*

100*

100*

99*

99*

99*

99*

99*

100%* 100%* 100%* 96%*

24*

Goodger

Wolfe

Forest

95.7

96.5

95.7

96.4

90

97

90

96

91%

91%

89%

87%

110

If you have questions, please contact Patient Experience at patientexperiencereporting@.

Production Date: 3/9/2015

March 2015 Dashboard Clinic Performance Team #3

Ambulatory Care Patient Experience Dashboard: "Likelihood to Recommend" (LTR)1

Mean scores

National Facilities Percentile2

Top Box Analysis

Director

Manager

Clinic Chief

LTR Target = 94.7 mean score LTR Target = 74th percentile3

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

2014

2014

2014

2015

n-sizes

Nov-Jan 2015

-

-

Montague

93.7

93.5

93.1

93.8

50

46

38

51

82%

81%

81%

82%

1,355

ENT Clinic

Dudley

Beltramini

Damrose

93.2

93.0

93.4

94.2

40

38

44

59

83%

81%

83%

85%

328

Eye Institution of Stanford

Dudley

Alexander

Montague

93.7

93.1

92.3

93.4

51

39

28

44

81%

81%

79%

82%

622

Eye Laser Center

Dudley

Alexander

Montague

94.1*

100*

98.9*

97.6*

58*

99*

99*

99*

94%* 100%* 96%*

90%*

21*

Gynecology

Dudley

Brown

Blumenthal

93.0

92.9

92.3

92.9

37

36

28

35

79%

77%

78%

79%

182

Plastic Surgery Clinic

Dudley

Evaristo

Girod

94.9

96.9

97.2

96.1

77

99

99

94

84%

88%

92%

88%

89

Urology Clinic

Dudley

Evaristo

Comiter

95.0

94.0

93.3

93.1

77

56

41

39

84%

83%

82%

81%

113

Clinic Performance Team #4

-

-

Leong

93.2

94.3

94.4

94.4

40

63

64

65

82%

84%

84%

84%

2,193

Dermatology Surgery Center

Kresge

Tse

Aasi

99.6

98.8

98.8

98.2

99

99

99

99

98%

95%

95%

93%

122

Dermatology

Kresge

Tse

Ko

95.1

96.3

96.1

96.5

80

96

94

97

86%

88%

87%

89%

395

Pain Management Clinic

Kresge

Cullen

Leong

86.6

90.2

92.4

92.4

6

14

29

30

69%

75%

78%

79%

346

Sleep Clinic

Kresge

Anderson

Kushida

91.7

92.7

91.1

91.7

22

33

19

22

79%

80%

78%

77%

211

Orthopedic Surgery

Kresge

O'Malley

Maloney

94.1

94.7

94.6

94.4

Likelihood to Recommend Services (Feb 2014 - Feb 2015)

58

72

70

64

84%

85%

85%

85%

1,119

Top Box Analysis for Standard Questions (Nov 2014 - Jan 2015)

100.00 80.00 60.00 40.00 20.00 0.00

64

60

71

61

71

Feb-14 Mar-14 Apr-14 May-14 Jun-14

57 Jul-14

63 43

Aug-14 Sep-14

76

66

56

57

Oct-14 Nov-14 Dec-14 Jan-15

81 Feb-15

Avg. Rank 64

Goal 74

Access Moving Through Your Visit Nurse/Assistant Care Provider Personal Issues Overall Assessment

V. Poor

1% 2% 0% 1% 0% 1%

Poor

1% 4% 0% 1% 0% 1%

Fair

6% 10% 3% 3% 2% 2%

n=1681 n=1553 n=1893 n=1700 n=1586 n=1892 n=1637 n=1839 n=3059 n=2352 n=2663 n=2775 n=1634

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

Std Overall Likelihood of recommending practice

1%

1%

3%

1%

1%

2%

1 The adjusted score was used for this time period since both mail and electronic surveys were sent out. The adjustment accounts for the age and gender differences of the patient populations that respond to the mail and electronic survey.

? Peer Group: All Press Ganey Facilities Database (N=928). Please note that benchmarking is not specialty specific.

? Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 69 , a "Target" of 74 , and a "Maximum" of 79

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN

4 Top Box Analysis distribution of responses in red text have a sum percentage of "Very Poor", "Poor", and "Fair" greater than or equal to 15%

* n size is less than 30 per quarter

- Data not available

Data pulled by Visit Date with all surveys received by March 5, 2015.

Good

26% 27% 19% 14% 17% 14%

V.Good

66% 57% 77% 83% 81% 82%

18% 12%

77% 84%

If you have questions, please contact Patient Experience at patientexperiencereporting@.

Production Date: 3/9/2015

Inpatient Behavioral Health Patient Experience Dashboard: "Likelihood to Recommend" (LTR)1

Mean scores

All Hospital DB Percentile2

Top Box Analysis

March 2015 Dashboard

Director

Manager

LTR Target = 91.8 mean score LTR Target = 82nd percentile3

% "Very Good" on LTR

Sep-Nov Oct-Dec Nov-Jan Dec-Feb Sep-Nov Oct-Dec Nov-Jan Dec-Feb Sep-Nov Oct-Dec Nov-Jan Dec-Feb

2014

2014

2015

2015

2014

2014

2015

2015

2014

2014

2015

2015

n-sizes

Dec-Feb 2015

Inpatient

Foad

Hardamon 87.7

90.9

92.6

89.3

59

81

87

72

70%

73%

76%

69%

61

Likelihood to Recommend (Feb 2014 - Feb 2015)

Top Box Analysis for Standard Questions (Dec 2014 - Feb 2015)

100.00

84

75

80.00

63

60.00

99 83

55

51

97

99

69

Avg.

46

Rank

67

40.00

24

24

20.00 0.00

Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15

Goal 82

n=18 n=25 n=17 n=14 n=13 n=18 n=15 n=23 n=17 n=13 n=11 n=30 n=20

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

Overall Assessment Likelihood of recommending Std Overall Admission Unit Meals Nursing Psychiatrist Treatment Team Program Activities Visitors & Family Discharge Personal Issues

V. Poor 0% 0% 1% 2% 1% 1% 0% 0% 0% 0% 0% 1% 1%

Poor 1% 0% 1% 1% 2% 2% 1% 1% 2% 3% 2% 1% 1%

Fair 8% 11% 11% 15% 17% 16% 8% 14% 11% 18% 8% 7% 6%

Good 28% 20% 32% 36% 39% 31% 28% 29% 30% 36% 33% 38% 32%

V.Good 63% 69% 55% 46% 42% 52% 63% 56% 58% 44% 58% 53% 60%

Outpatient Behavioral Health Patient Experience Dashboard: "Likelihood to Recommend" (LTR)1

March 2015 Dashboard

Director

Manager

Mean scores LTR Target = 95.2 mean score

All Center DB Percentile4 LTR Target = 80th percentile5

Top Box Analysis % "Very Good" on LTR

n-sizes

Sep-Nov Oct-Dec Nov-Jan Dec-Feb Sep-Nov Oct-Dec Nov-Jan Dec-Feb Sep-Nov Oct-Dec Nov-Jan Dec-Feb Dec-Feb

2014

2014

2015

2015

2014

2014

2015

2015

2014

2014

2015

2015

2015

Outpatient

Goodger Charles

94.4

97.1

99*

96.9*

69

94

99*

93*

81%

88%

96%*

88%*

16*

Likelihood to Recommend (Feb 2014 - Feb 2015)

Top Box Analysis for Standard Questions (Dec 2014 - Feb 2015)

100.00 80.00 60.00 40.00 20.00 0.00

86

52

36

33

93

87

99

99

76 65

49

17

2

Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 n=46 n=46 n=33 n=47 n=52 n=26 n=19 n=4 n=14 n=13 n=7 n=4 n=5

Avg. Rank 61

Goal 80

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest. 1 Due to handout survey methodology, scores and graphs are pulled by Received Date of the survey

Std Overall Registration & Scheduling Outpatient Treatment Area Office Staff Support - Psych Testing Support - Physician Therapeutic Services Primary Therapist Completion of Services Some Personal Issues Overall Assessment Likelihood of recommending

V. Poor 1% 3% 0% 0% 0% 0% 0% 0% 4% 0% 0% 0%

Poor 0% 0% 1% 0% 0% 0% 0% 0% 0% 0% 1% 0%

Fair 4% 2% 12% 4% 0% 5% 0% 4% 0% 0% 4% 0%

Good 17% 23% 27% 24% 0% 0% 17% 13% 0% 17% 18% 13%

V.Good 78% 73% 60% 71% 0% 95% 83% 84% 96% 83% 78% 88%

? Peer Group: Press Ganey All Hospital Database (N=309 facilities).

? Inpatient Behavioral Health Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 82 , a "Target" of 82 , and a "Maximum" of 90 Peer Group: Press Ganey All Center Database (N=103 facilities). Outpatient Behavioral Health Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 70 , a "Target" of 80 , and a "Maximum" of 87

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN 6 Top Box Analysis distribution of responses in red text have a sum percentage of "Very Poor", "Poor", and "Fair" greater than or equal to 15%

* n size is less than 30 per quarter

If you have questions, please contact Patient Experience at patientexperiencereporting@.

Production Date: 3/9/2015

March 2015 Dashboard Inpatient Units

Inpatient Patient Experience Dashboard: "Likelihood to Recommend" (LTR)

Mean scores

All PG Database Percentile 1

LTR Target = 93.2 mean score LTR Target = 84th percentile2

Mgr

UBMD

Service/Division Chiefs

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

Top Box Analysis

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

n-sizes

Nov-Jan 2015

-

-

-

94.1

94.6

94.6

94.4

90

92

92

91

84%

85%

84%

83%

1,048

D1 Cardiac CCU, Cardiac Monitoring, Heart Transplant

C1

Pre-Operative Outpatient Care, Post-Operative Outpatient Care

G1

Neurosurgery, Pain, Trauma, Vascular Care

D3

Cardiac Surgery, Vascular Surgery, Heart/Lung Transplant

E3 General Surgery, Kidney/Liver/Pancreas Transplant

Berrier Watanabe

Nguyen Regner Rodriguez

Vagelos Chi -

Welton

Harrington

93.6

95.2

96.9

98.1

88

94

97

99

85%

89%

88%

92%

39

-

95.3

96.3

96.9

97.4

95

97

97

98

85%

86%

88%

90%

105

Dalman, Mackey, Steinberg

95.2

95.9

97.4

96.8

95

96

98

98

88%

90%

90%

88%

94

Dalman, Robbins

97.9

97.0

96.7

96.8

99

98

97

98

92%

88%

88%

88%

77

Esquivel, Krummel

93.4

95.3

96.8

96.4

87

95

97

97

81%

85%

87%

86%

76

F3 Neurology, GYN Oncology, General Surgery, Urology Cadet (Interim)

Schwartz

Berek, Krummel, Longo, Skinner 93.2

92.2

93.8

95.9

85

77

88

95

85%

84%

85%

88%

92

B1

Medicine/Transplant

FGR Hematology, Medical Oncology, Radiation Oncology

B2

Cardiology, Cardiac Monitoring

Watanabe

Berry-Price (Interim)

Lang

Chi Carlson Kugler

Harrington Harrington

92.3*

92.7

91.7

95.2*

77*

82

70

94*

73%*

74%

77%

88%*

26*

90.2

95.1

97.1

95.0

55

94

98

93

78%

89%

88%

80%

30

92.2

92.3

92.8

94.9

77

78

82

93

79%

80%

82%

85%

73

G2S Renal, Kidney Transplant, Plastics, Thoracic, Trauma

D2

Intermediate Intensive Care, Cardiac Monitoring, Heart/Lung Transplant, Vascular, Thoracic Surgery

B3

Intermediate Intensive Care - Internal Medicine

Truneh Truneh

Britt

Shieh

Busque, Chang, Spain, Oyer

97.4*

95.2*

92.5*

93.4*

99*

94*

79*

87*

90%*

81%* 75%*

79%*

19*

Dalman, Harrington, Krummel, Oyer

95.8

96.1

94.2

93.3

96

96

90

85

88%

87%

81%

78%

41

Harrington

93.4

94.1

93.9

93.2

86

90

89

85

78%

85%

82%

82%

33

E1

Bone Marrow Transplant

Jenkins

-

Harrington

98.3* 95.2* 93.2*

93.1*

99*

94*

84*

84*

93%*

86%* 82%*

83%*

18*

DGR

Orthopedics

David

Huddleston

Maloney

94.8

94.8

93.0

92.0

C2

ENT, Plastics, Thoracic, Trauma, General Surgery Trauma

Cadet

-

Chang, Jackler, Krummel, Spain 93.1

95.1

92.7

91.0

C3

Internal Medicine

Britt

Shieh

Harrington

93.8

93.3

94.9

89.5

H1

Intermediate Intensive Care, Cardiac Monitoring, Neurology, Epilepsy, General Medicine

Nguyen

Schwartz

Longo

Likelihood to Recommend Hospital (Feb 2014 - Feb 2015)

100.00

91

94

95

91

84

91

88

89

92

95

80.00

60.00

40.00

20.00

0.00

Feb-14

Mar-14

Apr-14

May-14

Jun-14

Jul-14

Aug-14

Sep-14

Oct-14

Nov-14

n=369

n=413

n=363

n=445

n=419

n=421

n=435

n=424

n=410

n=358

89.3

88.0

87.8

87.5

88

90

90

Dec-14 n=370

Jan-15 n=320

Feb-15 n=123

Avg. Rank 91

Goal 84

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest. ? Peer Group: All Press Ganey Database (N=1371 facilities) ? Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 84 , a "Target" of 84 , and a "Maximum" of 90

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN 3 Values are green if current percentile ranks are higher than the last reporting period, red if ranks are lower and black if ranks are the same * n size is less than 30 per quarter - Data not available Data pulled by Discharge Date with all surveys received by March 5, 2015.

If you have questions, please contact Patient Experience at patientexperiencereporting@.

93

94

83

74

84%

85%

79%

77%

153

84

94

80

62

81%

85%

82%

79%

97

90

86

93

46

87%

83%

84%

71%

31

44

34

32

30

74%

74%

76%

75%

HCAHPS Publicly Reported Data - Percentile Ranks3

Would you Recommend Overall Rating Comm w/ Nurses Resp of Hosp. Staff Comm w/ Doctors Room Cleanliness Quiet at Night Pain Control Comm about Meds Discharge Info

Oct'11Sep'12

92 70 57 34 71 54 4 55 76 73

Jan'12Dec'12

90 73 72 49 71 54 3 72 63 70

Apr'12Mar'13

95 83 77 63 72 64 4 78 69 77

Jul'12Jun'13

93 83 86 58 71 58 3 63 67 75

Oct'12Sept'13

93 84 74 56 76 46 1 45 53 62

36

Jan'13Dec'13

94 86 73 60 69 50 2 53 71 70

Production Date: 3/9/2015

Emergency Department Patient Experience Dashboard: "Likelihood to Recommend" (LTR)

Mean scores

All PG Database Percentile 1

Top Box Analysis

March 2015 Dashboard

Manager Medical Division Chiefs LTR Target = 89.2 mean score

LTR Target = 80th percentile2

% "Very Good" on LTR

Director

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

2014

2014

2014

2015

n-sizes

Nov-Jan 2015

Emergency Department

Callagy Shen

Shen

85.4

86.1

86.5

86.4

59

63

64

61

68%

69%

71%

69%

549

CDU

Callagy Shen

Shen

85.6

88.1

89.5

88.3

61

75

82

73

70%

74%

73%

70%

100

Main ED

Callagy Shen

Shen

85.3

85.6

85.9

86.0

59

61

60

59

68%

68%

70%

69%

449

Likelihood of Recommending (Feb 2014 - Feb 2015)

Top Box Analysis for Standard Questions (Nov 2014 - Jan 2015)?

100.00 80.00 60.00 40.00 20.00 0.00

87

71

72

59

73

66

57

60

59

72

67

50

71

Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 n=199 n=183 n=200 n=210 n=188 n=208 n=208 n=206 n=215 n=182 n=190 n=177 n=72

Avg. Rank 66

Goal 80

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

Arrival Nurses Doctors Tests Family or Friends Personal/Insurance Info Personal Issues Overall Assessment Likelihood of recommending

V. Poor 2% 1% 2% 2% 3% 1% 3% 4% 4%

Poor 3% 1% 2% 1% 1% 1% 4% 2% 3%

Fair 10% 7% 6% 6% 6% 6% 10% 6% 6%

Good 28% 25% 23% 27% 24% 27% 28% 21% 18%

V.Good 58% 66% 66% 65% 66% 65% 55% 67% 69%

? Peer Group: All Press Ganey Database (N=1804 facilities)

? Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 70 , a "Target" of 80 , and a "Maximum" of 83

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN

3 Top Box Analysis distribution of responses in red text have a sum percentage of "Very Poor", "Poor", and "Fair" greater than or equal to 15% * n size is less than 30 per quarter

- Data not available

Data pulled by Visit Date with all surveys received by March 5, 2015.

If you have questions, please contact Patient Experience at patientexperiencereporting@.

Production Date: 3/9/2015

March 2015 Dashboard Cancer Clinics

Cancer Center Clinics Patient Experience Dashboard: "Likelihood to Recommend" (LTR)

Mean scores

All Facilities Percentile 1

Top Box Analysis

Dir

Mgr

MD Ldr

LTR Target = 94.7 mean score

LTR Target = 80th percentile2

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

2014

2014

2014

2015

Seshadri

-

Blayney

95.7

96.0

95.8

96.0

91

93

91

92

87%

87%

87%

87%

n-sizes

Nov-Jan 2015 2533

Sarcoma

Bailey

Landes

Ganjoo

94.6

97.2

98.2

98.7

71

99

99

99

83%

91%

95%

97%

37

Cutaneous

Bailey

Lawlor

Swetter

98.3

98.6

98.7

98.4

99

99

99

99

93%

94%

95%

94%

63

BMT

Bailey

Nicolas

Johnston

96.4

96.6

96.7

97.4

97

98

98

99

88%

88%

90%

91%

179

Rad Onc

Kenyon

Cruz

Koong

96.8

97.0

97.0

96.5

98

99

99

97

89%

90%

89%

89%

201

Head & Neck

Bailey

Lawlor

Kaplan

93.7

94.6

95.3

96.4

51

69

85

96

84%

85%

87%

88%

223

Gyn

Bailey

Maxwell

Dorigo

95.0

94.4

95.5

96.2

77

65

88

94

84%

81%

84%

86%

132

South Bay Oncology

Falconer

Chen

97.3

97.4

97.1

96.2

99

99

99

94

89%

90%

89%

85%

157

Uro

Bailey

Adrian

Skinner

96.6

96.8

96.4

96.2

97

98

96

94

89%

90%

88%

87%

369

Lymphoma

Bailey

Nicolas

Advani

98.0

98.1

96.9

96.1

99

99

98

94

92%

92%

91%

87%

95

Thoracic

Bailey

Adrian

Shrager

95.4

96.0

94.5

95.9

87

93

66

92

85%

87%

84%

88%

121

Neuro

Bailey

Adrian

Recht

95.7

96.3

95.7

95.9

90

96

90

92

83%

88%

85%

90%

91

Hematology

Bailey

Nicolas

Coutre

96.0

95.7

96.3

95.6

94

91

96

89

88%

86%

86%

85%

227

Breast

Bailey

Maxwell

Dirbas

95.6

96.1

95.4

94.8

89

95

87

74

88%

88%

86%

84%

334

GI

Bailey

Landes

Welton

93.2

93.5

93.2

94.7

41

46

41

70

82%

81%

81%

84%

Likelihood to Recommend Services (Feb 2014 - Feb 2015)

Top Box Analysis for LTR (June 2014 - Jan 2015)

V. Poor

Poor

Fair

Good

June 2014 July 2014 August 2014 September 2014 October 2014 November 2014 December 2014 January 2015

1%

1%

1%

11%

1%

0%

2%

13%

1%

1%

2%

12%

1%

0%

1%

8%

1%

0%

1%

12%

0%

0%

2%

11%

1%

0%

1%

10%

1%

0%

1%

12%

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest. ? Peer Group: All Press Ganey Facilities Database (N = 923 facilities) ? Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 80 , a "Target" of 80 , and a "Maximum" of 90

Values < Threshold are RED, values between Threshold and Target are YELLOW, and values > Target are GREEN 3 Top Box Analysis distribution of responses in red have a sum percentage of "Very Poor", "Poor", and "Fair" > 15% * n size is less than 30 per quarter - Data not available

Target: Percentage "Very Good" > 85%; Percentage "Good" < 15%; Sum Percentage of "Very Poor," "Poor," and "Fair" = 0%

Top Box Analysis for Standard Questions (Nov - Jan 2015)

V. Poor

Poor

Fair

Good

Access

0%

1%

5%

26%

Moving Through Your Visit Nurse/Assistant Care Provider Personal Issues

3%

5%

13%

30%

0%

0%

3%

20%

0%

0%

2%

14%

0%

0%

1%

17%

Overall Assessment

0%

0%

2%

13%

304

V.Good 87% 84% 85% 90% 86% 87% 88% 87%

V.Good 68% 49% 77% 84% 82% 85%

Standard Overall Likelihood of recommending services

0%

0%

2%

13%

85%

0%

0%

2%

11%

87%

Cancer Center Procedural Areas Patient Experience Dashboard: "Likelihood to Recommend" (LTR)

Mean scores

All Facilities Percentile 1

Top Box Analysis

March 2015 Dashboard Dir

Mgr

MD Ldr

LTR Target = 97.0 mean score

LTR Target = 80th percentile2

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

2014

2014

2014

2015

Therapy Areas

98.3

97.9

97.6

97.2

92

92

87

82

93%

92%

90%

89%

Rad Therapy

Kenyon

Falasco

Koong

98.3

98.1

97.8

97.3

92

92

91

83

93%

92%

91%

89%

Cyberknife

Kenyon Lichstein

Chang Soltys

98.3*

97.2*

96.1*

96.9*

93*

Likelihood to Recommend Services (Feb 2014 - Feb 2015)

83*

60*

76*

93%*

89%*

84%*

88%*

Top Box Analysis for Standard Questions (Nov - Jan 2015)

V. Poor

Poor

Fair

Good

n-sizes

Nov-Jan 2015 134 118 16*

V.Good

Scheduling Your Visit

Registration

Facility

Radiation Therapy

Personal Issues

Overall Assessment

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

Care coordinated among Drs/caregvrs Likelihood of recommending services

? Peer Group: All Press Ganey Facilities Database (N = 272 facilities)

? Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 80, a "Target" of 80, and a "Maximum" of 90

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN 3 Top Box Analysis distribution of responses in red text have a sum percentage of "Very Poor", "Poor", and "Fair" greater than or equal to 15%

* n size is less than 30 per quarter

- Data not available

0%

1%

3%

27%

68%

0%

1%

2%

19%

78%

0%

0%

3%

17%

79%

0%

0%

2%

12%

86%

0%

0%

3%

20%

77%

0%

0%

2%

16%

82%

0%

0%

4%

18%

78%

0%

0%

0%

14%

85%

Cancer Center Procedural Areas Patient Experience Dashboard: "Likelihood to Recommend" (LTR)

March 2015 Dashboard Dir

Mgr

MD Ldr

Mean scores

LTR Target = 95.6 mean score

Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

All Facilities Percentile 1 LTR Target = 50th percentile2

Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

Top Box Analysis

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

Treatment Areas

95.2

94.9

95.2

94.3

35

30

41

22

82%

80%

81%

81%

ITA - RWC

Healy

Martinez

-

95.3

94.2

94.4

96.0

41

20

23

57

83%

79%

80%

84%

ITA - Main

Healy

Benoit

-

95.1

95.3

95.6

93.7

32

38

50

16

81%

81%

82%

79%

Likelihood to Recommend Services (Feb 2014 - Feb 2015)

Top Box Analysis for Standard Questions (Nov - Jan 2015)

V. Poor

Poor

Fair

Good

n-sizes

Nov-Jan 2015 144 37 107

V.Good

Scheduling Your Visit

Registration

Facility

Chemotherapy

Personal Issues

Overall Assessment

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

Care coordinated among Drs/caregvrs Likelihood of recommending services

? Peer Group: All Press Ganey Facilities Database (N = 272 facilities)

? Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 40, a "Target" of 50, and a "Maximum" of 60

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN 3 Top Box Analysis distribution of responses in red text have a sum percentage of "Very Poor", "Poor", and "Fair" greater than or equal to 15%

* n size is less than 30 per quarter

- Data not available

1%

2%

3%

37%

58%

0%

1%

3%

21%

75%

0%

0%

5%

19%

76%

0%

0%

3%

20%

77%

0%

0%

1%

23%

75%

1%

0%

2%

19%

78%

1%

0%

6%

21%

73%

1%

0%

0%

18%

82%

Ambulatory Surgery Patient Experience Dashboard: "Likelihood to Recommend" (LTR)

Mean scores

All PG Database Percentile 1

Top Box Analysis

March 2015 Dashboard

Director

Manager

LTR Target = 95.4 mean score LTR Target = 51st percentile2

% "Very Good" on LTR

Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan Aug-Oct Sep-Nov Oct-Dec Nov-Jan

2014

2014

2014

2015

2014

2014

2014

2015

2014

2014

2014

2015

n-sizes

Nov-Jan 2015

Ambulatory Surgery

-

-

96.1

96.8

96.3

95.6

66

79

69

55

88%

89%

88%

86%

281

Outpatient Surgery Center (OSC)

Semple Fox (Interim) 94.3

95.8

96.8

94.0

28

59

80

28

83%

86%

89%

85%

79

Ambulatory Surgery Center (ASC)

-

Hoopes

96.9

96.3

94.5

95.4

82

69

33

52

90%

88%

83%

85%

114

Byers Outpatient Eye Surgery

Semple

Tarkington (Interim)

97.7

98.8

98.1

ASC Likelihood to Recommend (Feb 2014 - Feb 2015)

100.00 80.00 60.00 40.00 20.00 0.00

99

91

96

74

55

60

60

41 31

12 1

11

3

Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15

n=34 n=35 n=40 n=30 n=24 n=36 n=30 n=30 n=45 n=25 n=39 n=50 n=12

97.2

Avg. Rank 49 Goal 51

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

OSC Likelihood to Recommend (Feb 2014 - Feb 2015)

100.00

82

93

82

83

80.00 60.00 40.00 20.00

0.00

55

51

43

26

13

17

65 30

1

Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15

Avg. Rank 49

Goal 51

n=40 n=40 n=30 n=30 n=44 n=48 n=40 n=32 n=41 n=22 n=32 n=25 n=17

93

99

97

85

92%

95%

94%

90%

88

Top Box Analysis for Ambulatory Surgery Center (Nov 2014 - Jan 2015)?

V. Poor Poor

Fair

Good V.Good

Std Overall Registration Nursing Physician Facility Overall Assessment Personal Issues

1%

1%

4%

19%

75%

1%

1%

6%

23%

68%

1%

1%

3%

18%

78%

0%

0%

4%

16%

79%

0%

0%

5%

23%

71%

1%

0%

3%

12%

85%

1%

1%

5%

23%

70%

Likelihood of recommending center

0%

0%

4%

11%

85%

Top Box Analysis for Outpatient Surgery Center (Nov 2014 - Jan 2015)?

V. Poor Poor

Fair

Good V.Good

Std Overall Registration

1%

1%

4%

21%

73%

1%

1%

4%

24%

69%

Nursing Physician Facility Overall Assessment

0%

1%

4%

20%

74%

1%

1%

4%

15%

79%

0%

0%

4%

25%

71%

0%

1%

3%

12%

84%

Personal Issues

1%

3%

6%

26%

64%

Note: Many of the most recent month's surveys have yet to be received from our patients before valid comparisons should be made, but initial trends may be of interest.

Likelihood of recommending center

? Peer Group: All Press Ganey Database (N=1411 facilities)

? ASC, OSC and BYERSEYE Likelihood to Recommend (LTR) percentile rank goals have a "Threshold" of 46 , a "Target" of 51 , and a "Maximum" of 56

Values less than Threshold are in RED, values between Threshold and Target are YELLOW, and values greater than Target are GREEN 3 Top Box Analysis distribution of responses in red text have a sum percentage of "Very Poor", "Poor", and "Fair" greater than or equal to 15%

* n size is less than 30 per quarter - Data not available

Data pulled by Visit Date with all surveys received by March 5, 2015.

1%

1%

3%

10%

85%

If you have questions, please contact Patient Experience at patientexperiencereporting@.

Production Date: 3/9/2015

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