TRICARE INPATIENT SATISFACTION SURVEY (TRISS)

Transcription

1 TRICARE INPATIENT SATISFACTION SURVEY (TRISS) Annual Report of Findings (April 2015 March 2016) Appendices PREPARED FOR: Dr. Kimberley Marshall-Aiyelawo Ms. Lynn Parker Defense Health Agency Decision Support Division Defense Health Headquarters 7700 Arlington Boulevard, Suite 5101 Falls Church, VA PREPARED BY: Ipsos Public Affairs 2020 K St NW, Suite 410 Washington, DC Under contract number: GS-23F-8039H HT R-0037

2 TRISS Annual Report (April 2015 March 2016) CONTENTS APPENDIX A. DIRECT CARE FACILITIES AND SAMPLING PLAN DATA... 1 APPENDIX B. PURCHASED CARE FACILITIES AND SAMPLING PLAN DATA... 4 APPENDIX C. MEANS USED TO CONDUCT PATIENT AND MODE MIXED ADJUSTMENTS... 6 APPENDIX D. TRISS SURVEY INSTRUMENT... 7 APPENDIX E. SCORES BY FACILITY, CARE TYPE, AND TRO APPENDIX F. DEPARTMENT OF DEFENSE QUESTION SCORES APPENDIX G. DIRECT CARE RESPONSE AND ELIGIBILITY RATES Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Overall Response and Eligibility Rates Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Facility Level Response and Eligibility Rates APPENDIX H. PURCHASED CARE RESPONSE AND ELIGIBILITY RATES Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Overall Response and Eligibility Rates Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Facility Level Response and Eligibility Rates APPENDIX I. ANNOTATED TRISS SURVEY INSTRUMENT APPENDIX J. GRAPHS FOR HCAHPS MEASURES APPENDIX K. GRAPHS FOR DOD SUPPLEMENTAL QUESTIONS Page A-i

3 TRISS Annual Report (April 2015 March 2016) List of Figures Figure 1. Overall Rating Scores by Care Type and Demographic Group Figure 2. Recommended the Scores by Care Type and Demographic Group Figure 3. Communication with Doctors Scores by Care Type and Demographic Group Figure 4. Communication with Nurses Scores by Care Type and Demographic Group Figure 5. Responsiveness of Staff Scores by Care Type and Demographic Group Figure 6. Pain Management Scores by Care Type and Demographic Group Figure 7. Communications about Medicines Scores by Care Type and Demographic Group Figure 8. Discharge Information Scores by Care Type and Demographic Group Figure 9. Care Transition Scores by Care Type and Demographic Group Figure 10. Cleanliness of Environment Scores by Care Type and Demographic Group Figure 11. Quietness of Environment Scores by Care Type and Demographic Group Figure 12. Staff Introduced Self Scores by Care Type and Demographic Group Figure 13. Communication among Staff Scores by Care Type and Demographic Group Figure 14. Family Member Stayed Scores by Care Type and Demographic Group Figure 15. Obstetrics Repeat Care Scores by Care Type and Demographic Group Figure 16. Education on Breastfeeding Scores by Care Type and Demographic Group Figure 17. Staff Washed Hands Scores by Care Type and Demographic Group Figure 18. Staff Checked Identification Scores by Care Type and Demographic Group Figure 19. Overall Nursing Care Rating Scores by Care Type and Demographic Group Page A-ii

4 TRISS Annual Report (April 2015 March 2016) APPENDIX A. DIRECT CARE FACILITIES AND SAMPLING PLAN DATA Number of Facility DMIS ID Service Branch Eligible Discharges Surveyed Anticipated Yield Medicine Surgery Ob/ GYN Bassett Army Community 0005 Army , Ft. Wainwright Evans Army Community 0032 Army 3,638 1, , Ft. Carson Eisenhower Army Medical 0047 Army 2,844 1, Center, Ft. Gordon Martin Army Community 0048 Army 2, , Ft. Benning Winn Army Community 0049 Army 1, , Ft. Stewart Tripler Army Medical 0052 Army 6,263 2, Center, Ft. Shafter Irwin Army Community 0057 Army 1, , Ft. Riley Blanchfield Army 0060 Army 2,992 1, Community, Ft. Campbell Ireland Army Community 0061 Army , Ft. Knox Bayne Jones Army 0064 Army Community, Ft. Polk L. Wood Army 0075 Army 1, Community, Ft. Leonard Wood Keller Army Community 0086 Army , West Point Womack Army Medical 0089 Army 6,731 2,665 1, Center, Ft. Bragg Reynolds Army 0098 Army Community, Ft. Sill Moncrief Army 0105 Army Community, Ft. Jackson William Beaumont Army 0108 Army 4,474 1, Medical Center, Ft. Bliss Brooke Army Medical 0109 Army 14,577 7,047 4,135 2, Center, Ft. Sam Houston Darnall Army Medical 0110 Army 4,435 1, Center, Ft. Hood Madigan Army Medical 0125 Army 8,951 4,261 2,036 1, Center, Ft. Lewis Weed Army Community 0131 Army , Ft. Irwin Landstuhl Regional 0607 Army 2, Medical Center Brian Allgood Army 0612 Army Community, Seoul Army Total 70,790 29,392 12,951 8,854 7,528 Page A-1

5 TRISS Annual Report (April 2015 March 2016) Number of Facility DMIS ID Service Branch Eligible Discharges Surveyed Anticipated Yield Medicine Surgery Ob/ GYN Naval Camp 0024 Navy 3,142 1, Pendleton Naval Medical Center 0029 Navy 10,052 3,979 1, ,882 San Diego Naval 0030 Navy Twentynine Palms Naval Pensacola 0038 Navy 1, Naval 0039 Navy 2, Jacksonville Naval Camp 0091 Navy 3,489 1, Lejeune Naval Beaufort 0104 Navy Naval Medical Center 0124 Navy 8,817 3,169 1, ,244 Portsmouth Naval Bremerton 0126 Navy 1, Naval Oak 0127 Navy Harbor Naval 0615 Navy Guantanamo Bay Naval Naples 0617 Navy Naval Rota 0618 Navy Naval Guam 0620 Navy Naval Okinawa 0621 Navy 1, Naval Yokosuka 0622 Navy Naval Sigonella 0624 Navy Navy Total 35,044 12,491 5,257 3,216 3,965 Walter Reed National 0067 NCR 8,923 4,003 2,093 1, Medical Center Ft. Belvoir Community 0123 NCR 4,330 1, National Capital Region 13,253 5,880 2,954 1, Total Elmendorf Medical Center 0006 Air Force 1, (673rd Medical Group) Travis Medical Center 0014 Air Force 2,742 1, (60th Medical Group) Eglin Medical Center 0042 Air Force 3,016 1, (96th Medical Group) Mountain Home 0053 Air Force (366th Medical Group) Keesler Medical Center 0073 Air Force 1, (81st Medical Group) O'Callaghan 0079 Air Force 2,525 1, (99th Medical Group) Wright-Patterson Medical 0095 Air Force 2,835 1, Center (88th Medical Group) Langley-Eustis Medical 0120 Air Force 1, Center (633rd Medical Group) Lakenheath Medical 0633 Air Force Center (48th Medical Group) Osan Air Base (51st Medical Group) 0638 Air Force Page A-2

6 TRISS Annual Report (April 2015 March 2016) Number of Facility DMIS ID Service Branch Eligible Discharges Surveyed Anticipated Yield Medicine Surgery Ob/ GYN Misawa Air Base 0639 Air Force (35th Medical Group) Yokota Air Base 0640 Air Force (374th Medical Group) Aviano Air Base 0808 Air Force (31st Medical Group) Air Force Total 18,075 8,170 4,487 2,035 1,637 Total 137,162 55,933 25,649 16,010 14,103 Indicates no information/data included. Page A-3

7 TRISS Annual Report (April 2015 March 2016) APPENDIX B. PURCHASED CARE FACILITIES AND SAMPLING PLAN DATA ID TRO Region Number of 2016 Eligible Discharges 2015 Yield Rate Sampling Rate Anticipated Number of Completes Total Sentara Virginia Beach P301 North General Sentara Leigh P302 North 1, Sentara Norfolk General P303 North 1, Cape Fear Valley Medical P306 North 1, Center Inova Fairfax P315 North Onslow Memorial P316 North CarolinaEast Health System P319 North 1, New Hanover Regional Medical P327 North Center Chesapeake General P329 North 1, Samaritan Medical Center P332 North Riverside Regional Medical P335 North 1, Center St. Elizabeth s P342 North Vidant Medical Center P353 North Wayne Memorial P365 North Mary Washington P368 North University of North Carolina P369 North s Norton P371 North FirstHealth Moore Regional P372 North 1, North Total/ Average 15, ,162 Florida Orlando P304 South Methodist P305 South 1, Trident Medical Center P309 South Scott & White Memorial P310 South 1, Metroplex Adventist P311 South Baptist Health Medical Center P313 South Willis-Knighton Medical Center P314 South Sacred Heart P317 South Baptist Medical Center, TX P318 South 1, z665 Fort Walton Beach Medical P320 South Center Palmetto Health Richland P323 South Memorial Health University P324 South 1, Medical Holmes Regional Medical P328 South 1, Center St. Vincent s Medical Center P330 South Riverside Gateway Medical Center P331 South 1, Brandon Regional P333 South Huntsville P334 South 1, University of Alabama P336 South Vanderbilt University P337 South Page A-4

8 TRISS Annual Report (April 2015 March 2016) ID TRO Region Number of 2016 Eligible Discharges 2015 Yield Rate Sampling Rate Orange Park Medical Center P338 South Comanche County Memorial P339 South Anticipated Number of Completes Total Bay Medical Center P340 South Baptist Medical Center, FL P341 South St. Francis P343 South West Florida P344 South United Regional Health Care P345 South System Flowers P346 South Providence P348 South Midwest Regional Medical P349 South Center Tampa General P350 South Tuomey Regional Medical P351 South Center South Georgia Medical Center P354 South Orlando Regional Medical P356 South Center Gulf Coast Medical Center P357 South Beaufort Memorial P359 South Wellstar Kennestone P366 South Texas Health Harris Methodist P367 South Baptist Memorial P373 South South Total/ Average 31, ,055 Penrose P307 West 1, ,133 Memorial P308 West 1, Presbyterian Healthcare P312 West Services Sierra Medical Center P321 West Tucson Medical Center P322 West 1, Carondelet St. Joseph s P325 West University of Colorado P326 West Community Monterey P347 West Peninsula Sharp Memorial P352 West St. Luke s Regional Medical P355 West Center Rapid City Regional P360 West Southwest Healthcare System P361 West Yuma Regional Medical Center P362 West Sharp Grossmont P363 West Sacred Heart Medical Center P364 West Las Palmas Medical Center P370 West Mercy Springfield PW02 West West Total/ Average 15, ,683 Total/ Average Indicates no information/data included. 71, ,901 Page A-5

9 APPENDIX C. MEANS USED TO CONDUCT PATIENT AND MODE MIXED ADJUSTMENTS Comm. with Nurses Comm. with Doctors Responsiveness of Staff Comm. About Medicine Pain Management Cleanliness of Env. Quietness of Env. Overall Rating Discharge Information Recommend the Top-Box HCAHPS Patient-Mix Adjustment Education (per level; = 8th grade or less and 6 = more than 4-year college degree) Self-rated health (per level; = Excellent and 5 = poor) Response percentile (per % of response percentile) Non-English Primary Language Non-specific languages* Spanish** Chinese** Care Transition Russian, Vietnamese, Other** English (Reference) Age (Reference) Service Line Maternity Surgical Medical (Reference) Interactions Surgical line Age Maternity line Age *January 2013 to September 2013 discharges. **Post-October Page A-6

10 APPENDIX D. TRISS SURVEY INSTRUMENT The TRISS survey instrument is available for download from Page A-7

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14 APPENDIX E. SCORES BY FACILITY, CARE TYPE, AND TRO Facility Name Recommend the Cleanliness of Env. Quietness of Env. DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition n = 33,707 33,564 33,849 33,802 22,411 23,735 17,703 31,126 32,283 33,598 33, ** 65.3** * * 92.5* * 69.4* Bassett Army Community, Ft. Wainwright Elmendorf Medical Center * 84.5* 78.0* * 92.4* 59.9* (673rd Medical Group) Travis Medical Center * 76.0* 84.6* 86.6* 75.1* * 91.4* 61.8* ** (60th Medical Group) Naval Camp * * 67.1** 72.8* * Pendleton Naval Medical Center San * 85.8* 76.3* * 88.8* 59.3* ** Diego Naval ** 61.2** 88.5* * * ** 63.5 Twentynine Palms Evans Army Community ** 85.8* * * 90.1* * 73.1*, Ft. Carson Naval Pensacola * 77.6* 89.6* 85.7* 85.2* * 91.3* 63.6* 79.4* 76.9* Naval * 87.0* 80.4* * 91.1* 60.3* * Jacksonville Eglin Medical Center * 74.7* 90.5* 89.1* 82.3* 75.3* 77.9* 90.6* 65.8* * (96th Medical Group) Eisenhower Army Medical * 75.0* 83.7* 88.4* 78.2* 74.4* 76.3* 88.6* 64.4* 77.5* 60.1 Center, Ft. Gordon Martin Army Community * 86.5* 72.5* * * 74.9*, Ft. Benning Winn Army Community ** 54.9** 88.5* * * *, Ft. Stewart Tripler Army Medical ** 58.9** 84.5* * 68.7** 70.1* ** Center, Ft. Shafter Mountain Home 0053 (366th Medical Group) Irwin Army Community ** 52.7** 84.7* * 89.2* ** 66.5*, Ft. Riley Blanchfield Army ** 61.6** 85.1* * * 88.7* * 66.1* Community, Ft. Campbell Page A-11

15 Recommend the Cleanliness of Env. Quietness of Env. Facility Name DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition Ireland Army Community * 90.9* 83.4* 77.8* 80.6* 92.5* 62.4* 81.8* 75.3*, Ft. Knox Bayne Jones Army ** 62.7** 90.0* * 76.0* 71.1* 89.5* * 69.2* Community, Ft. Polk Walter Reed National * 81.4* 85.1* 87.1* 75.4* 73.8* 74.6* 89.5* 64.1* 71.3** 66.1* Medical Center Keesler Medical Center * 84.7* 91.0* 90.8* 87.4* 78.6* 81.3* 91.6* 68.2* 85.1* 72.0* (81st Medical Group) L. Wood Army ** 61.9** * * 89.0* Community, Ft. Leonard Wood O Callaghan * 84.9* 85.4* 78.8* * 89.2* 61.7* 71.5** 64.6 (99th Medical Group) Keller Army Community * * 89.9* 93.6* 84.8* 86.1* 92.0* * 84.7*, West Point Womack Army Medical ** 65.1** 88.2* 84.4* 76.6* * 90.0* * 62.5 Center, Ft. Bragg Naval Camp ** 64.3** 84.7* * * 89.2* ** 54.0** Lejeune Wright-Patterson Medical * 77.3* 87.8* 88.4* 81.6* 78.0* 77.1* 90.7* 66.8* 79.6* 70.4* Center (88th Medical Group) Reynolds Army ** 90.2* 87.6* 82.6* 77.4* 79.6* 90.8* * 72.5* Community, Ft. Sill Naval Beaufort * * 92.7* 90.5* 84.4* 87.7* * 80.2* Moncrief Army Community, Ft. Jackson William Beaumont Army Medical Center, Ft. Bliss Brooke Army Medical Center, Ft. Sam Houston Darnall Army Medical Center, Ft. Hood ** 62.6** 85.3* 84.8* * 89.5* * 82.5* 86.2* 87.9* 77.2* 73.7* 77.2* 90.9* 66.9* 80.7* ** 54.8** 85.6* * 67.9** 72.9* * 63.0 Page A-12

16 Recommend the Cleanliness of Env. Quietness of Env. Facility Name DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition Langley-Eustis Medical * * * 89.0* 60.9* 70.2** 68.0* Center (633rd Medical Group) Ft. Belvoir Community * 82.2* 90.5* 87.7* 82.0* 77.1* 76.6* 88.8* 65.8* 80.0* 74.4* Naval Medical Center ** * 84.6* 77.5* * 89.9* 59.0* 71.1** 65.4* Portsmouth Madigan Army Medical * 85.6* 72.0* * 89.1* 61.1* ** Center, Ft. Lewis Naval Bremerton * * 76.4* 74.7* 91.3* 62.2* 66.9** 61.7 Naval Oak ** 57.0** 95.1* * 77.0* 74.3* * Harbor Weed Army Community ** 45.6** 92.0* * *, Ft. Irwin Landstuhl Regional * 88.6* 82.2* 77.9* 78.6* 90.1* 64.2* 83.0* 66.8* Medical Center * * * * Brian Allgood Army Community, Seoul Naval 0615 Guantanamo Bay Naval Naples * * 77.3* * Naval Rota 0618 Naval Guam * 81.2* 91.4* 88.4* 74.2* 76.4* 76.7* 91.6* 65.5* * Naval Okinawa * 79.8* 93.6* 88.1* 80.8* * 90.7* * Naval Yokosuka ** * * 78.3* 79.8* 95.3* Naval Sigonella Lakenheath Medical Center (48th Medical Group) Misawa Air Base (35th Medical Group) Yokota Air Base (374th Medical Group) Aviano Air Base (31st Medical Group) * 87.5* 81.3* * 95.1* 70.0* * * * * * * * Page A-13

17 Recommend the Cleanliness of Env. Quietness of Env. Facility Name DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition Sentara Virginia Beach P * 58.07* General Sentara Leigh P * 81.42* 84.53* * * 59.04* 77.70* 67.51* Sentara Norfolk General P * 91.20* 58.31* Florida Orlando P * * 60.64* Methodist P * Cape Fear Valley Medical P ** 57.36** ** ** ** Center Penrose P * 81.78* 84.80* * 91.20* 63.41* Memorial P * * 90.90* 60.14* ** Trident Medical Center P ** 54.23** 73.67** 77.06** 60.20** 64.54** ** 47.18** Scott & White Memorial P * 76.35* 83.99* * 90.14* 59.23* * Metroplex Adventist P ** 85.04* * 91.62* 59.15* 78.26* Presbyterian Healthcare P * 79.39* * 91.61* 63.33* 78.02* 56.52** Services Baptist Health Medical P * * Center Willis-Knighton Medical P ** Center Inova Fairfax P * 78.74* * 90.11* 60.81* 80.78* Onslow Memorial P ** 48.83** ** ** 40.67** Sacred Heart P * * 61.13* Baptist Medical Center, P * TX CarolinaEast Health P * 85.20* * 92.86* 63.75* 77.83* System Fort Walton Beach P ** 60.41** 74.18** Medical Center Sierra Medical Center P ** 66.13** 71.52** ** ** Tucson Medical Center P ** * 57.75* ** Palmetto Health Richland P * 69.34** Memorial Health University Medical P * * Page A-14

18 Recommend the Cleanliness of Env. Quietness of Env. Facility Name DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition Carondelet St. Joseph s P ** ** ** University of Colorado P * 88.61* 85.57* * * New Hanover Regional P * 87.04* 87.74* * * 64.11* 80.28* 74.58* Medical Center Holmes Regional Medical P ** Center Chesapeake General P ** 63.57** * ** St. Vincent's Medical P * 59.41* Center Riverside Gateway Medical Center P ** 58.18** Samaritan Medical P ** 54.38** ** Center Brandon Regional P ** 50.21** 73.78** 77.52** ** 56.36** Huntsville P * 76.22* * 90.20* 58.92* * Riverside Regional P * * 90.55* 59.61* Medical Center University of Alabama P * 88.59* 84.98* 89.65* * * 69.83** 70.78* Vanderbilt University P * 84.58* 85.77* 86.57* 74.68* 78.45* 74.94* 92.68* 67.11* 69.22** Orange Park Medical P ** 55.41** 71.03** 73.60** 55.30** ** 70.33** 50.45** Center Comanche County P * * Memorial Bay Medical Center P ** 62.06** 69.66** 74.60** 53.73** 64.83** 58.33** ** 53.36** Baptist Medical Center, P * 80.30* 83.49* * * 65.89* 80.48* FL St. Elizabeth s P ** 65.25** 86.99* * 61.12* ** St. Francis P West Florida P * 75.69* ** 74.77* * * United Regional Health P * 90.62* 59.50* Care System Flowers P * 81.59* 84.86* 85.79* * 94.28* 60.01* 78.54* Page A-15

19 Recommend the Cleanliness of Env. Quietness of Env. Facility Name DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition Community P * 82.57* 87.92* 85.40* 77.76* 78.72* 73.69* 91.55* 67.40* 82.30* Monterey Peninsula Providence P * 76.03* * * * * Midwest Regional Medical P ** 53.02** 72.95** ** ** 60.98** Center Tampa General P * 78.31* * 60.38* ** Tuomey Regional Medical P ** 47.87** ** ** Center Sharp Memorial P * 82.63* 87.49* 87.12* * * 65.88* 80.17* Vidant Medical Center P * * * South Georgia Medical P ** 48.32** ** * Center St. Luke s Regional P * 80.52* * 94.15* 67.40* 80.66* 55.33** Medical Center Orlando Regional Medical P * 74.66* Center Gulf Coast Medical P ** 66.45** ** ** ** Center Beaufort Memorial P * * 78.00* * Rapid City Regional P ** 59.13** ** * ** Southwest Healthcare P ** 57.38** ** 57.06** 62.72** ** 46.16** System Yuma Regional Medical P ** 58.15** ** Center Sharp Grossmont P ** * 60.07* ** Sacred Heart Medical P * 80.32* * 63.71* ** Center Wayne Memorial P ** 55.69** Wellstar Kennestone P * 76.82* * 60.66* Texas Health Harris P * 77.19* * 90.09* 62.49* Methodist P ** ** * 58.30* ** Mary Washington Page A-16

20 Recommend the Cleanliness of Env. Quietness of Env. Facility Name DMIS ID Overall Rating Comm. with Nurses Comm. with Doctors Responsiveness of Staff Pain Management Comm. About Medicine Discharge Care Transition University of North P * 85.33* 87.98* 86.98* * 77.25* 94.82* 69.96* 80.11* Carolina s Las Palmas Medical P ** 61.09** ** 55.93** Center Norton P * 60.14* FirstHealth Moore P * 83.19* 87.71* 86.38* 79.18* * 92.77* 67.88* 81.83* Regional Baptist Memorial P * ** * Mercy PW * 75.75* * 79.04* Springfield 2 Navy * 85.34* * 89.93* 59.57* * Army ** 86.23* 85.20* 75.53* 72.65* 74.15* 89.49* 59.39* 77.57* Air Force 75.56* 75.35* 88.56* 87.12* 79.94* 73.67* 75.74* 90.83* 63.88* * National Capital Region 79.54* 81.68* 86.96* 87.31* 77.64* 75.01* 75.20* 89.26* 64.71* * West 74.28* 75.00* * 90.05* 60.33* ** North ** * 57.56* South * 88.81* 57.12* * 89.32* 57.92* * 85.69* 76.98* 72.73* 74.10* 89.76* 60.54* 75.68* 64.68* n = Population size. *Data with on asterisk are shaded green and indicate that the score is significantly higher than the benchmark. **Data with two asterisks are shaded red and indicate that the score is significantly lower than the benchmark. Indicates no information/data included. Page A-17

21 APPENDIX F. DEPARTMENT OF DEFENSE QUESTION SCORES Facility Name DMIS ID Family Member Stayed Staff Check ID Comm. Among Staff Staff Introduced Self Overall Nursing Care Staff Washed Hands Education on Breast- Feeding OB Repeat Care n = 77,927 81,616 82,323 82,399 82,105 72,407 17,208 17,207 Bassett Army Community, Ft. Wainwright Elmendorf Medical Center (673rd Medical Group) Travis Medical Center (60th Medical Group) Naval Camp Pendleton Naval Medical Center San Diego Naval Twentynine Palms Evans Army Community, Ft. Carson Naval Pensacola Naval Jacksonville Eglin Medical Center (96th Medical Group) Eisenhower Army Medical Center, Ft. Gordon Martin Army Community, Ft. Benning Winn Army Community, Ft. Stewart Tripler Army Medical Center, Ft. Shafter Mountain Home (366th Medical 0053 Group) Irwin Army Community, Ft. Riley Blanchfield Army Community , Ft. Campbell Ireland Army Community, Ft. Knox Bayne Jones Army Community , Ft. Polk Walter Reed National Medical Center Page A-18

22 Facility Name DMIS ID Family Member Stayed Staff Check ID Comm. Among Staff Staff Introduced Self Overall Nursing Care Staff Washed Hands Education on Breast- Feeding OB Repeat Care Keesler Medical Center (81st Medical Group) L. Wood Army Community, Ft. Leonard Wood O Callaghan (99th Medical Group) Keller Army Community, West Point Womack Army Medical Center, Ft Bragg Naval Camp Lejeune Wright-Patterson Medical Center (88th Medical Group) Reynolds Army Community, Ft. Sill Naval Beaufort 0104 Moncrief Army Community, Ft. Jackson William Beaumont Army Medical Center, Ft. Bliss Brooke Army Medical Center, Ft. Sam Houston Darnall Army Medical Center, Ft. Hood Langley-Eustis Medical Center (633rd Medical Group) Ft. Belvoir Community Naval Medical Center Portsmouth Madigan Army Medical Center, Ft. Lewis Naval Bremerton Naval Oak Harbor Weed Army Community, Ft. Irwin Landstuhl Regional Medical Center Brian Allgood Army Community , Seoul Naval Guantanamo Bay 0615 Naval Naples Page A-19

23 Family Member Stayed Staff Check ID Comm. Among Staff Staff Introduced Self Overall Nursing Care Staff Washed Hands Education on Breast- Feeding OB Repeat Care Facility Name DMIS ID Naval Rota 0618 Naval Guam Naval Okinawa Naval Yokosuka Naval Sigonella 0624 Lakenheath Medical Center (48th Medical Group) Osan Air Base (51st Medical Group) 0638 Misawa Air Base (35th Medical 0639 Group) Yokota Air Base (374th Medical Group) Aviano Air Base (31st Medical Group) Sentara Virginia Beach General P Sentara Leigh P Sentara Norfolk General P Florida Orlando P Methodist P Cape Fear Valley Medical Center P Penrose P Memorial P Trident Medical Center P Scott & White Memorial P Metroplex Adventist P Presbyterian Healthcare Services P Baptist Health Medical Center P Willis-Knighton Medical Center P Inova Fairfax P Onslow Memorial P Sacred Heart P Baptist Medical Center, TX P CarolinaEast Health System P Fort Walton Beach Medical Center P Sierra Medical Center P Tucson Medical Center P Palmetto Health Richland P Page A-20

24 Family Member Stayed Staff Check ID Comm. Among Staff Staff Introduced Self Overall Nursing Care Staff Washed Hands Education on Breast- Feeding OB Repeat Care Facility Name DMIS ID Memorial Health University Medical P Carondelet St. Joseph s P University of Colorado P New Hanover Regional Medical P Center Holmes Regional Medical Center P Chesapeake General P St. Vincent s Medical Center P Riverside Gateway Medical Center P Samaritan Medical Center P Brandon Regional P Huntsville P Riverside Regional Medical Center P University of Alabama P Vanderbilt University P Orange Park Medical Center P Comanche County Memorial P Bay Medical Center P Baptist Medical Center, FL P St. Elizabeth s P St. Francis P West Florida P United Regional Health Care System P Flowers P Community Monterey P Peninsula Providence P Midwest Regional Medical Center P Tampa General P Tuomey Regional Medical Center P Sharp Memorial P Vidant Medical Center P South Georgia Medical Center P St. Luke s Regional Medical Center P Orlando Regional Medical Center P Gulf Coast Medical Center P Page A-21

25 Family Member Stayed Staff Check ID Comm. Among Staff Staff Introduced Self Overall Nursing Care Staff Washed Hands Education on Breast- Feeding OB Repeat Care Facility Name DMIS ID Beaufort Memorial P Rapid City Regional P Southwest Healthcare System P Yuma Regional Medical Center P Sharp Grossmont P Sacred Heart Medical Center P Wayne Memorial P Wellstar Kennestone P Texas Health Harris Methodist P Mary Washington P University of North Carolina P s Las Palmas Medical Center P Norton P FirstHealth Moore Regional P Baptist Memorial P Mercy Springfield PW Navy Army Air Force National Capital Region West North South n = Population size. Indicates no data/information included. Page A-22

26 APPENDIX G. DIRECT CARE RESPONSE AND ELIGIBILITY RATES Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Overall Response and Eligibility Rates Eligible Sample Selected Response Rate Calculation Response Rate Ineligible Rate Total Y2015 Q3 Y2015 Q4 Y2016 Q1 Y2016 Q2 Completed Total 148,084 38,392 37,554 35,692 36,446 55, Service Facility Army 76,519 20,131 19,239 18,431 18,718 29, National Capital Region 14,271 3,558 3,564 3,516 3,633 5, Navy 38,616 9,883 10,015 9,350 9,368 12, Air Force 18,678 4,820 4,736 4,395 4,727 8, CONUS/OCONUS OCONUS 9,640 2,391 2,390 2,412 2,447 2, CONUS 138,444 36,001 35,164 33,280 33,999 53, Page A-23

27 Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Facility Level Response and Eligibility Rates Facility Bassett Army Community, Ft. Wainwright Evans Army Community, Ft. Carson Eisenhower Army Medical Center, Ft. Gordon Martin Army Community, Ft. Benning Winn Army Community, Ft. Stewart Tripler Army Medical Center, Ft. Shafter Irwin Army Community, Ft. Riley Blanchfield Army Community, Ft. Campbell Ireland Army Community, Ft. Knox Bayne Jones Army Community, Ft. Polk L. Wood Army Community, Ft. Leonard Wood Keller Army Community, West Point Womack Army Medical Center, Ft. Bragg Reynolds Army Community, Ft. Sill Moncrief Army Community, Ft. Jackson William Beaumont Army Medical Center, Ft. Bliss Brooke Army Medical Center, Ft. Sam Houston Darnall Army Medical Center, Ft. Hood Eligible Sample Selected Response Rate Calculation DMIS Response Ineligible ID/ Service CONUS/ Y2015 Y2015 Y2016 Y2016 Rate Rate PC ID Branch OCONUS Q3 Q4 Q1 Q2 Total Completes 5 Army CONUS Army CONUS 1, ,997 1, Army CONUS ,447 1, Army CONUS , Army CONUS , Army CONUS 1,765 1,724 1,629 1,659 6,777 2, Army CONUS , Army CONUS ,021 1, Army CONUS Army CONUS Army CONUS , Army CONUS Army CONUS 1,954 1,780 1,697 1,699 7,130 2, Army CONUS Army CONUS Army CONUS 1,313 1,218 1,208 1,158 4,897 1, Army CONUS 4,077 4,022 3,587 3,719 15,405 7, Army CONUS 1,270 1,226 1,238 1,174 4,908 1, Page A-24

28 Eligible Sample Selected Response Rate Calculation Facility DMIS ID/ PC ID Service Branch CONUS/ OCONUS Y2015 Q3 Y2015 Q4 Y2016 Q1 Y2016 Q2 Total Completes Response Rate Ineligible Rate Madigan Army Medical Center, 125 Army CONUS 2,561 2,377 2,378 2,434 9,750 4, Ft. Lewis Weed Army Community 131 Army CONUS , Ft. Irwin Landstuhl Regional Medical 607 Army OCONUS , Center Brian Allgood Army 612 Army OCONUS Community, Seoul Naval Camp 24 Navy CONUS ,198 1, Pendleton Naval Medical Center San 29 Navy CONUS 2,946 2,995 2,844 2,844 11,629 3, Diego Naval Twentynine 30 Navy CONUS Palms Naval Pensacola 38 Navy CONUS , Naval Jacksonville 39 Navy CONUS , Naval Camp Lejeune 91 Navy CONUS 926 1,088 1, ,011 1, Naval Beaufort 104 Navy CONUS Naval Medical Center 124 Navy CONUS 2,654 2,594 2,288 2,388 9,924 3, Portsmouth Naval Bremerton 126 Navy CONUS , Naval Oak Harbor 127 Navy CONUS Naval Guantanamo 615 Navy OCONUS Bay Naval Naples 617 Navy OCONUS Naval Rota 618 Navy OCONUS Naval Guam 620 Navy OCONUS Naval Okinawa 621 Navy OCONUS , Naval Yokosuka 622 Navy OCONUS Naval Sigonella 624 Navy OCONUS Walter Reed National Medical 67 NCR CONUS 2,416 2,406 2,349 2,437 9,608 4, Center Ft. Belvoir Community 123 NCR CONUS 1,142 1,158 1,167 1,196 4,663 1, Elmendorf Medical Center 6 Air Force CONUS , (673rd Medical Group) Travis Medical Center (60th Medical Group) 14 Air Force CONUS ,923 1, Page A-25

29 Eligible Sample Selected Response Rate Calculation Facility DMIS ID/ PC ID Service Branch CONUS/ OCONUS Y2015 Q3 Y2015 Q4 Y2016 Q1 Y2016 Q2 Total Completes Response Rate Ineligible Rate Eglin Medical Center 42 Air Force CONUS ,079 1, (96th Medical Group) Mountain Home 53 Air Force CONUS (366th Medical Group) Keesler Medical Center 73 Air Force CONUS , (81st Medical Group) O Callaghan 79 Air Force CONUS ,589 1, (99th Medical Group) Wright-Patterson Medical 95 Air Force CONUS ,924 1, Center (88th Medical Group) Langley-Eustis Medical Center (633rd Medical Group) 120 Air Force CONUS , Lakenheath Medical Center 633 Air Force OCONUS (48th Medical Group) Osan Air Base 638 Air Force OCONUS (51st Medical Group) Misawa Air Base 639 Air Force OCONUS (35th Medical Group) Yokota Air Base 640 Air Force OCONUS (374th Medical Group) Aviano Air Base (31st Medical Group) 808 Air Force OCONUS Total/ Average 38,392 37,554 35,692 36, ,084 55, Indicates no information/data included. Page A-26

30 APPENDIX H. PURCHASED CARE RESPONSE AND ELIGIBILITY RATES Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Overall Response and Eligibility Rates Eligible Sample Selected Response Rate Ineligible Rate Facility Sample Frame Completed Ineligibles Total 71,855 60,917 27, , TRICARE Region North 18,679 15,964 6, South 37,747 31,382 14, , West 15,429 13,571 6, Page A-27

31 Y2015 Q3 and Q4 and Y2016 Q1 and Q2 Facility Level Response and Eligibility Rates Eligible Sample Selected Response Rate Ineligible Rate Facility PC ID TRICARE Region Sample Frame Completes Sentara Virginia Beach General P301 North 1, Sentara Leigh P302 North 1,032 1, Sentara Norfolk General P303 North 1,080 1, Cape Fear Valley Medical Center P306 North 2,821 1, Inova Fairfax P315 North Onslow Memorial P316 North CarolinaEast Health System P319 North 1,144 1, New Hanover Regional Medical Center P327 North 1, Chesapeake General P329 North 1,208 1, Samaritan Medical Center P332 North Riverside Regional Medical Center P335 North 1,030 1, St. Elizabeth s P342 North Vidant Medical Center P353 North Wayne Memorial P365 North Mary Washington P368 North University of North Carolina s P369 North Norton P371 North FirstHealth Moore Regional P372 North 1,256 1, Florida Orlando P304 South 2, Methodist P305 South 1,877 1, Trident Medical Center P309 South 1, Scott & White Memorial P310 South 2,058 1, Metroplex Adventist P311 South Baptist Health Medical Center P313 South Willis-Knighton Medical Center P314 South Sacred Heart P317 South 1, Baptist Medical Center, TX P318 South 1,603 1, Fort Walton Beach Medical Center P320 South 1, Palmetto Health Richland P323 South Memorial Health University Medical P324 South 1,081 1, Holmes Regional Medical Center P328 South 1,409 1, St. Vincent s Medical Center Riverside P330 South Gateway Medical Center P331 South 1,095 1, Brandon Regional P333 South Huntsville P334 South 1,394 1, University of Alabama P336 South Page A-28

32 Eligible Sample Selected Response Rate Ineligible Rate Facility PC ID TRICARE Region Sample Frame Completes Vanderbilt University P337 South Orange Park Medical Center P338 South Comanche County Memorial P339 South Bay Medical Center P340 South Baptist Medical Center, FL P341 South St. Francis P343 South West Florida P344 South 1, United Regional Health Care System P345 South Flowers P346 South Providence P348 South Midwest Regional Medical Center P349 South Tampa General P350 South Tuomey Regional Medical Center P351 South South Georgia Medical Center P354 South Orlando Regional Medical Center P356 South Gulf Coast Medical Center P357 South Beaufort Memorial P359 South Wellstar Kennestone P366 South Texas Health Harris Methodist P367 South Baptist Memorial P373 South Penrose P307 West 2,117 1, Memorial P308 West 2,031 1, Presbyterian Healthcare Services P312 West Sierra Medical Center P321 West Tucson Medical Center P322 West 1,345 1, Carondelet St Joseph s P325 West University of Colorado P326 West Community Monterey Peninsula P347 West Sharp Memorial P352 West St. Luke s Regional Medical Center P355 West Rapid City Regional P360 West Southwest Healthcare System P361 West Yuma Regional Medical Center P362 West Sharp Grossmont P363 West Sacred Heart Medical Center P364 West Las Palmas Medical Center P370 West Mercy Springfield PW02 West Total/ Average 71,855 60,917 27, Indicates no information/data included. Page A-29

33 APPENDIX I. ANNOTATED TRISS SURVEY INSTRUMENT This annotated survey reports the distribution of and responses across each question and answer choice. All reported sample percentages and frequencies have been weighted. 1. During this hospital stay, how often did nurses treat you with courtesy and respect? Answer Choices Never Sometimes 3, , Usually 11, , Always 125, , Missing Total 141, , During this hospital stay, how often did nurses listen carefully to you? Answer Choices Never Sometimes 5, , Usually 19, , Always 114, , Missing Total 141, , During this hospital stay, how often did nurses explain things in a way you could understand? Answer Choices Never Sometimes 5, , Usually 18, , Always 116, , Missing Total 141, , Page A-30

34 4. During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it? Answer Choices Never Sometimes 6, , Usually 20, , Always 88, , I never pressed 24, , the call button Missing Total 141, , During this hospital stay, how often did doctors treat you with courtesy and respect? Answer Choices Never Sometimes 3, , Usually 9, , Always 127, , Missing Total 141, , During this hospital stay, how often did doctors listen carefully to you? Answer Choices Never 1, Sometimes 5, , Usually 14, , Always 119, , Missing Total 141, , During this hospital stay, how often did doctors explain things in a way you could understand? Answer Choices Never Sometimes 4, , Usually 16, , Always 118, , Missing Total 141, , Page A-31

35 8. During this hospital stay, how often were your room and bathroom kept clean? Answer Choices Never 3, , Sometimes 8, , Usually 20, , Always 108, , Missing 1, Total 141, , During this hospital stay, how often was the area around your room quiet at night? Answer Choices Never 2, , Sometimes 9, , Usually 29, , Always 99, , Missing Total 141, , During this hospital stay, did you need help from nurses or other hospital staff in getting to the bathroom or in using a bedpan? Answer Choices Yes 68, , No 70, , Missing 1, , Total 141, , How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted? Answer Choices Never Sometimes 4, , Usually 8, , Always 54, , Not applicable 70, , Missing 2, , Total 141, , Page A-32

36 12. During this hospital stay, did you need medicine for pain? Answer Choices Yes 108, , No 30, , Missing 1, , Total 141, , During this hospital stay, how often was your pain well controlled? Answer Choices Never 1, Sometimes 8, , Usually 26, , Always 72, , Not applicable 30, , Missing 2, , Total 141, , During this hospital stay, how often did the hospital staff do everything they could to help you with your pain? Answer Choices Never Sometimes 4, , Usually 13, , Always 89, , Not applicable 30, , Missing 2, , Total 141, , During this hospital stay, were you given any medicine that you had not taken before? Answer Choices Yes 73, , No 63, , Missing 3, , Total 141, , Page A-33

37 16. Before giving you any new medicine, how often did hospital staff tell you what the medicine was for? Answer Choices Never Sometimes 2, , Usually 5, , Always 64, , Not applicable 63, , Missing 4, , Total 141, , Before give you any new medicine, how often did hospital staff describe possible side effects in a way you could understand? Answer Choices Never 7, , Sometimes 6, , Usually 10, , Always 49, , Not applicable 63, , Missing 4, , Total 141, , After you left the hospital, did you go directly to your own home, to someone else s home, or to another health facility? Answer Choices Own home 130, , Someone else s 3, , home Another health 5, , facility Missing 1, Total 141, , Page A-34

38 19. During this hospital stay, did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital? Answer Choices Yes 112, , No 17, , Not applicable 5, , Missing 5, , Total 141, , During this hospital stay, did you get information in writing about symptoms or health problems to look out for after you left the hospital? Answer Choices Yes 124, , No 7, , Not applicable 5, , Missing 4, ,166 3 Total 141, , Using any number from 0 to 10, where 0 is the worst hospital and 10 is the best hospital possible, what number would you use to rate this hospital during your stay? Answer Choices 0 Worst hospital care possible , , , , , , , , , , , Best hospital 64, , care possible Missing 1, Total 141, , Page A-35

39 22. Would you recommend this hospital to your friends and family? Answer Choices Definitely no 2, , Probably no 4, , Probably yes 30, , Definitely yes 101, , Missing 1, Total 141, , During this hospital stay, staff took my preferences and those of my family or caregiver into account in deciding what my health care needs would be when I left. Answer Choices Strongly disagree 1, , Disagree 4, , Agree 54, , Strongly agree 78, , Missing 2, , Total 141, , When I left the hospital, I had a good understanding of the things I was responsible for in managing my health. Answer Choices Strongly disagree 1, Disagree 2, , Agree 42, , Strongly agree 93, , Missing 1, Total 141, , Page A-36

40 25. When I left the hospital, I clearly understood the purpose for taking each of my medications. Answer Choices Strongly disagree 1, Disagree 1, , Agree 29, , Strongly agree 95, , I was not given any 11, , medication when I left the hospital Missing 1, Total 141, , During this hospital stay, when doctors, nurses, or other hospital staff first came to your room, how often did they introduce themselves? Answer Choices Never Sometimes 6, , Usually 21, , Always 111, , Missing 1, Total 141, , During this hospital stay, how often did you feel there was good communication between team members about your health care needs? Answer Choices Never 2, , Sometimes 12, , Usually 31, , Always 93, , Missing 1, Total 141, , Page A-37

41 28. Did staff allow family members or someone close to you to be with you when you wanted them there? Answer Choices Yes 130, , No 1, Not applicable to 7, , my situation Missing 1, Total 141, , Which best describes your hospital room? Answer Choices Private 98, , Semi-private (two 33, , patients in one room) Bay (three or more 6, patients in a room) Missing 2, , Total 141, , For this stay, were you admitted to the hospital for childbirth (including C-section), a surgical procedure or operation, or another medical condition or illness? Answer Choices Childbirth (including 44, , C-section) Surgical procedure or 41, , operation Another medical 48, , condition or illness Missing 6, , Total 141, , Page A-38

42 31. If you were just beginning your pregnancy, and you had a choice, would you use the same hospital for your OB care? Answer Choices Yes 36, , No 6, , Not sure 2, Not applicable 89, , Missing 6, , Total 141, , Were you offered education or support about breastfeeding while in the hospital? Answer Choices Yes 42, , No 2, Not applicable 89, , Missing 6, , Total 141, , How often did your staff wash or sanitize their hands before touching you? Answer Choices Never Sometimes 3, , Usually 11, , Always 108, , I was not treated or 1, checked by staff Missing/I don t know 16, , Total 141, , How often did staff ask your name, check your ID band, or confirm who you were before giving you any medications, treatments, or tests? Answer Choices Never 1, Sometimes 6, , Usually 15, , Always 115, , Missing 2, , Total 141, , Page A-39

43 35. Using any number from 0 to 10, where 0 is the worst nursing care possible and 10 is the best nursing care possible, what number would you use to rate the care you received? Answer Choices 0 Worst nursing care possible , , , , , , , , , , Best nursing 79, , care possible Missing 2, Total 141, , During this hospital stay, were you admitted to this hospital through the Emergency Room? Answer Choices Yes 56, , No 82, , Missing 2, , Total 141, , In general, how would you rate your overall health? Answer Choices Excellent 29, , Very good 46, , Good 41, , Fair 17, , Poor 4, , Missing 2, Total 141, , Page A-40

44 38. In general, how would you rate your overall mental or emotional health? Answer Choices Excellent 60, , Very good 42, , Good 26, , Fair 8, , Poor 1, Missing 1, Total 141, , What is the highest grade or level of school that you have completed? Answer Choices 8th grade or less Some high school, 2, , but did not graduate High school graduate 28, , or GED Some college or 58, , year degree 4-year college 23, , graduate More than 4-year 24, , college degree Missing 3, , Total 141, , Are you of Spanish, Hispanic or Latino origin or descent? Answer Choices No, not Spanish/ 117, , Hispanic/Latino Yes, Puerto Rican 3, , Yes, Mexican, 8, , Mexican American, Chicano Yes, Cuban Yes, other Spanish/ 5, , Hispanic/Latino Missing 5, , Total 141, , Page A-41

45 41. What is your race? Please choose one or more. Answer Choices White 98, , Black or African 23, , American Asian 9, , Native Hawaiian 4, or other Pacific Islander American Indian 5, , or Alaska Native Missing 9, , Total 151, * 75, * *ages do not add up to 100% as respondents can pick multiple race response options. 42. What language do you mainly speak at home? Answer Choices English 131, , Spanish 2, Chinese Russian Vietnamese Portuguese Some other language 2, (please print) Missing 4, , Total 141, , Page A-42

46 APPENDIX J. GRAPHS FOR HCAHPS MEASURES Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 1. Overall Rating Scores by Care Type and Demographic Group (continued on next page). Page A-43

47 OVERALL HOSPITAL RATING DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 1. (Continued). Overall Rating Scores by Care Type and Demographic Group. Page A-44

48 Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 2. Recommended the Scores by Care Type and Demographic Group (continued on next page). Page A-45

49 RECOMMEND THE HOSPITAL DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 2. (Continued). Recommended the Scores by Care Type and Demographic Group. Page A-46

50 Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 3. Communication with Doctors Scores by Care Type and Demographic Group (continued on next page). Page A-47

51 COMMUNICATION WITH DOCTORS DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 3. (Continued). Communication with Doctors Scores by Care Type and Demographic Group. Page A-48

52 Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 4. Communication with Nurses Scores by Care Type and Demographic Group (continued on next page). Page A-49

53 COMMUNICATION WITH NURSES DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 4. (Continued). Communication with Nurses Scores by Care Type and Demographic Group. Page A-50

54 RESPONSIVENESS OF HOSPITAL STAFF DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 5. Responsiveness of Staff Scores by Care Type and Demographic Group (continued on next page). Page A-51

55 RESPONSIVENESS OF HOSPITAL STAFF DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 5. (Continued). Responsiveness of Staff Scores by Care Type and Demographic Group. Page A-52

56 PAIN MANAGEMENT DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 6. Pain Management Scores by Care Type and Demographic Group (continued on next page). Page A-53

57 PAIN MANAGEMENT DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 6. (Continued). Pain Management Scores by Care Type and Demographic Group. Page A-54

58 COMMUNICATION ABOUT MEDICINES DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 7. Communications about Medicines Scores by Care Type and Demographic Group (continued on next page). Page A-55

59 COMMUNICATION ABOUT MEDICINES DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 7. (Continued). Communications about Medicines Scores by Care Type and Demographic Group. Page A-56

60 Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 8. Discharge Information Scores by Care Type and Demographic Group (continued on next page). Page A-57

61 DISCHARGE INFORMATION DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 8. (Continued). Discharge Information Scores by Care Type and Demographic Group. Page A-58

62 Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 9. Care Transition Scores by Care Type and Demographic Group (continued on next page). Page A-59

63 CARE TRANSITION DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 9. (Continued). Care Transition Scores by Care Type and Demographic Group. Page A-60

64 CLEANLINESS OF HOSPITAL ENVIRONMENT DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 10. Cleanliness of Environment Scores by Care Type and Demographic Group (continued on next page). Page A-61

65 CLEANLINESS OF HOSPITAL ENVIRONMENT DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 10. (Continued). Cleanliness of Environment Scores by Care Type and Demographic Group. Page A-62

66 QUIETNESS OF HOSPITAL ENVIRONMENT DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for these analyses since scores are aggregated by variables used in patient-mix adjustments. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 11. Quietness of Environment Scores by Care Type and Demographic Group (continued on next page). Page A-63

67 QUIETNESS OF HOSPITAL ENVIRONMENT DIRECT CARE PURCHASED CARE Note: Adjusted scores are not available for Product Line analyses since Product Line is used for patient-mix adjustments. Service Branch and Region analyses are adjusted. A plus (+) sign on a bar indicates that the score is significantly (p < 0.05) higher than the benchmark, while a minus (-) sign indicates that the score is significantly lower than the benchmark. Figure 11. (Continued). Quietness of Environment Scores by Care Type and Demographic Group. Page A-64

68 APPENDIX K. GRAPHS FOR DoD SUPPLEMENTAL QUESTIONS Figure 12. Staff Introduced Self Scores by Care Type and Demographic Group (continued on next page). Page A-65

69 Figure 12. (Continued). Staff Introduced Self Scores by Care Type and Demographic Group. Page A-66

70 Figure 13. Communication among Staff Scores by Care Type and Demographic Group (continued on next page). Page A-67

71 Figure 13. (Continued). Communication among Staff Scores by Care Type and Demographic Group. Page A-68

72 Figure 14. Family Member Stayed Scores by Care Type and Demographic Group (continued on next page). Page A-69