OSF Saint Anthony Medical Center

Rockford, Illinois

Patient Satisfaction and Service Quality

OSF Saint Anthony Medical Center welcomes feedback from our patients and their loved ones. Patients have the opportunity to complete patient satisfaction surveys developed by Press Ganey Associates, Inc., the healthcare industry's leading independent vendor of satisfaction measurement services. The firm annually processes nearly 8 million completed surveys in all 50 states and serves 44 percent of all hospitals with more than 100 beds. More hospitals have selected Press Ganey than have selected all other vendors combined.

Patient satisfaction surveys are sent to all inpatients, ambulatory surgery patients, and emergency room patients after discharge. Due to the large volume, we survey a random number of outpatients after discharge. All surveys are returned directly to the vendor, Press Ganey Associates, Inc. Our vendor provides us with the ability to track and trend the data and comments from our patients' responses. This information is made available to all employees and the information is used to continually evaluate and improve our processes and procedures. In addition to our own facility scores, we receive a percentile ranking that compares OSF Saint Anthony Medical Center with all other hospitals in the Press Ganey database for each service line.

The percentage of patients who completed a survey from January 1 through March 31, 2015 rated OSF Saint Anthony between either "very good" or "good" regarding their experience is as follows:

Service Rating
Inpatient Services 90%
Outpatient Services 98%
Ambulatory Surgery 97%
Emergency Services 89%

Our goal is to improve our service everyday and to uphold the Mission of The Sisters of the Third Order of St. Francis "to serve persons with the greatest care and love."