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The Joint Commission recognizes that the patient’s perception of care is an important component needed to determine how well a facility or unit is preforming. An integral part of the Joint’ Commission’s accreditation requirement focuses around patient’s perception of care. In 2002, NRI developed the Inpatient Consumer Survey (ICS), endorsed by the National Quality Forum (NQF) in 2010, to gather patients’ evaluations of their inpatient care.

This 28 item self-administered survey can be taken at the time of discharge or during an annual review by both adolescents and adults The ICS clusters measures into six domains:

  • Outcomes of care
  • Dignity
  • Rights
  • Participation in treatment
  • Facility environment, and
  • Empowerment. 

To access our ICS benchmarking services, facilities must participate in the ICS module of NRI’s performance measurement system (known as the Behavioral Healthcare Performance Measurement System or BHPMS). For a low annual fee, facilities receive:

  • Live, interactive web-based orientation
  • Access to a network of other psychiatric hospitals
  • Personal technical support
  • Live, monthly educational webinars
  • Secure and confidential services meeting HIPAA standards
  • English and Spanish versions of the survey
  • Bilingual, Spanish-English support and resources
  • Access to unique comparison reports containing national averages by domain and stratification
  • A database tool for data entry and storage
  • A comprehensive toolkit that includes, but is not limited to, documents such as file layouts, measurement descriptions, and quality improvement documents. 

Note: There is no charge to individual psychiatric facilities to use our survey—without customized benchmarking services—under the terms of use agreement established by NRI.


 Customer Testimonials

"Our hospitals have found the patient surveys to be very useful for identifying and measuring the success of performance-improvement projects. In distributing the surveys, our patient advocates and peer specialists utilize them as a means to further connect with patients before discharge."

—Osawatomie State Hospital / Rainbow Mental Health Facility, Kansas

"The Spanish version of the NRI Inpatient Consumer Survey covers the core issues important to our organization. The survey helps in the identification of service areas that need improvement and could enhance the effectiveness of services of care. On a regular basis, we obtain a complete and validated analysis. This analysis is user friendly, ready to be reported and shared."

—Dr. Ramón Fernández, Marina Psychiatric Hospital, Puerto Rico

Patient's Perception Care