Patient Satisfaction

Northern Arizona Healthcare partners with a leading research firm (PRC) with the goal of improving quality of healthcare delivery by interviewing patients, physicians and employees. The results are compared to more than 200 healthcare facilities to help determine areas of expertise and areas for improvement.


Improving Quality

At Northern Arizona Healthcare, Flagstaff Medical Center and Verde Valley Center our patients seek excellence in care, superior medical knowledge and experience, the best technology available, and kindness and compassion from our staff. The goal of continuous quality improvement is to exceed those expectations.


Understanding Quality Care
At Northern Arizona Healthcare, Flagstaff Medical Center and Verde Valley Medical Center, we are committed to providing the highest quality of care to patients and their families. As part of that commitment we fully support making information about our quality transparent to you, the consumer. We believe consumers who are knowledgeable about their own health, and the choices available to them, benefit from researching their options. We are dedicated to providing those choices to you.

There are a number of initiatives throughout the country to measure the quality of healthcare. The following pages contain specific information about how FMC and VVMC are performing in a number of patient care areas as compared to other hospitals across the United States. The survey data provided is from three specific sources including the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), Hospital Quality Alliance (HQA), and Professional Research Consultants (PRC).

    Pronounced H-caps, this is the first national standardized, publicly reported survey of patients' perspectives of hospital care. This survey is part of the Hospital Quality Initiative developed by the Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ).
  • HQA - Hospital Quality Alliance (HQA)
    This program is designed to improve the quality of care provided by hospitals by measuring and publicly reporting on that care.
  • PRC
    In addition to HCAHPS, NAH partners with a professional research firm to collect and measure patient satisfaction data.