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Portage Health scores above region, state and national averages in patient satisfaction

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HANCOCK – Portage Health’s commitment to service excellence was recognized in the most recent data from the HCAHPS survey, with the highest ratings in the region. 

“These results are a reflection of our commitment to service excellence and the priority we place on providing the highest level of customer service to our patients,” said Elizabeth MacInnes, vice president of quality. “Portage Health is extremely proud of our staff, physicians and volunteers for all the hard work and effort that goes into providing a positive experience.”

The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey(PDF) is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care. The survey collects answers to 10 questions from patients, and compares hospitals nationwide.

Portage Health averaged 79.2 percent with best possible answers, which is considerably higher than region (72.2 percent) state (71.1 percent) and national (70.7 percent) averages.

HCAPHS Average Scores 09-2012

“Comparing ourselves against our peers in the nation and state is important to us,” said Jim Bogan, president/CEO. “Seeing scores like this is rewarding, and makes us all proud to say we work here.”

Portage Health staff was particularly strong in communication, with 88 percent of our patients reporting that our nurses and doctors “always” communicated well. No other hospital in the region was above 82 percent.

“It is extremely rewarding to see results such as this,” MacInnes said. “Both the community and our staff can point to these statistics with pride in our community hospital.”

Data is from the most recently published HCAPHS survey. For more information on Portage Health’s commitment to service excellence, visit

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