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Patient Experience

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The staff at MaineGeneral is committed to providing you and your family with the very best care and service, every patient, every time.

The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care. HCAHPS (pronounced H-caps) is also known as the CAHPS.

Please click on the question mark to get an explanation of what each measure means.

The source for the information below is NRC Picker HCAHPS as of May 15, 2012.

What Our Patients Say  

 
  • "From the receptionist in the Emergency Department when I came in, to the time I left the hospital, EVERYONE was incredible. I was so scared, and they all took such good care of me. I thank everyone!" (Augusta CCU)

  • "MaineGeneral is number one in my book. I feel the nurses and doctors were also my friends. They all treated me with great care." (Waterville CCU)

  • "The technician called prior to my appointment and offered to perform the test earlier than scheduled if that was convenient for me. Refreshing!" (CT Scan, Augusta)

  • "The staff nurses and doctors were wonderful. The Emergency Department was very crowded, but the staff did not buckle under the stress — they gave great care!" (Emergency Department, Augusta)

  • "Everyone was very concerned and respectful. I also liked their being candid and honest about my health issue. They are the best of the best. Thank you." (Emergency Department, Augusta)

  • "The care we always receive at Thayer is the best. It's a hospital we can TRUST!" (Lab, Thayer)

  • "If one has to have cancer, yours is the best factility to treat." (Harold Alfond Center for Cancer Care)

  • "Professional, courteous and knowledgeable staff." (Lab, Augusta)

  • "Thank you all for a great birthing experience. Everyone on the staff was amazing to me and my family. My three-year-old was treated amazingly and that made my life much easier." (Maternity & Pediatrics, Augusta)

  • "Everyone on the maternity/labor/delivery ward was fantastic. We had a great birth experience and can't thank the staff on that floor enough!" (Maternity & Pediatrics, Augusta)
 

Key

 
 

Better than U.S. average

 

Same as U.S. average

 

Below U.S. average

 
 
 

Oct. - Dec. 2013

What's this?

MaineGeneral "Always"

Maine "Always"

National "Always"

Nursing communication

 

82%

82%

78%

Doctor communication

 

80%

83%

81%

Responsiveness of staff

 

69%

72%

67%

Pain management
 
 

73%

73%

71%

Communications of Medications

 

68%

68%

64%

Cleanliness and quietness

 

72%

69%

67%


Discharge information

 

90%

89%

85%

Overall rating "9" or "10"

69%

73%

70%

 
 

Source: NRC Picker HCAHPS as of April 10 2014. National and Maine "Always" from Hospital Compare Average:Jan-Dec. 2012

 

Explanations

 

Nursing communication
Nurse courtesy and respect, listen carefully and clear explanations

 
 
 

Doctor communication
Doctor courtesy and respect, listen carefully and clear explanations

 
 
 

Responsiveness of staff
Staff help with bathroom needs and call button answered.

 
 
 

Pain management
Pain well controlled, staff helped patient with pain

 
 
 

Communication of medications
Staff explained medicine, staff clearly explained side effects

 
 
 

Cleanliness and quietness
Room and bathroom kept clean, area around room quiet at night

 
 
 

Discharge Information
Staff discussed help needed after discharge, written symptom/health info provided

 
 
 

Overall rating "9" or "10"
Rating of hospital stay on a scale of 0 to 10

 
 

Other Patient Experience Resources