Survey says Hoag pleases its customers

Deepa Bharath

NEWPORT BEACH -- Hoag Hospital is doing right by its customers.

At least that’s what a statewide survey released Tuesday shows.

According to the report, conducted by the California Institute for

Health Systems Performance, a nonprofit organization that works with

hospitals and health care providers to measure health quality, Hoag

received high ratings.

The organization asked about 21,150 patients to evaluate 113 hospitals

statewide based on several factors, such as respect for patient’s

preference, coordination of care, information and education, physical

comfort, emotional support, involvement of family and friends, and

transition to home.

According to the report, patients rated Hoag above average in all

categories, except in the areas of involving family and friends and

facilitating a smooth transition to thehome. Customers gave the hospital

an average rating under those two headings.

The report’s findings do not come as a surprise to hospital officials,

spokeswoman Debra Legan said.

“It is consistent with our customer service data,” she said. “We do

survey our inpatients as well as outpatients.”

Legan said the hospital does need to improve in the areas where it was

rated average. She said oftentimes it is tough for friends and family to

interact with patients or physicians because of space constraints.

“But that problem should be solved when our new building is ready in

2004,” she said.

That building, the Hoag Women’s Pavilion, will host 42 private

postpartum rooms for new moms, fathers and babies, a 21-bassinet neonatal

intensive care unit with special overnight suites for parents and another

seven-bed unit.

Also, she said the hospital will continue to improve on helping

patients make a smooth transition from the hospital to their homes. That

could include anything from information regarding rehabilitation and

medication to care at home.

* Deepa Bharath covers public safety and courts. She may be reached at

(949) 574-4226 or by e-mail at o7 deepa.bharath@latimes.comf7 .