Table 3.

Mode Coefficients in Hospital-Level Standard Deviations, with and without Patient-Mix Adjustment (PMA), Two Global Ratings and Six Composites plus the Standard Deviation of Patient-Mix Adjustments

	Hospital-Level Betas. Top-Box Scoring						Standard Deviation of Patient Mix Adjustments in Hospital-Level
	No PMA			With PMA
	Phone Only	Mixed	Active IVR	Phone Only	Mixed	Active IVR	Standard Deviations
Composites
Nurse communication (always)	0.802**	0.075	0.363*	0.697*	−0.225	0.242	0.239
Doctor communication (always)	0.363m	−0.230	0.135	0.236	−0.192	0.027	0.499
Responsiveness of hospital staff (always)	0.663**	−0.012	0.288	0.636*	−0.004	0.238	0.249
Pain management (always)	1.097*	0.540	0.805m	1.121*	0.654m	0.855m	0.361
Communication about medicines (always)	1.032*	0.227	0.485	0.894*	0.227	0.323	0.484
Discharge information (always)	0.368	−0.024	0.840*	0.399	−0.048	0.960*	0.328
Global items
Hospital recommendation (definitely yes)	0.554*	0.183	0.280	0.567*	0.256	0.246	0.247
Hospital rating (9 or 10)	0.392	0.247	0.223	0.477	0.318	0.297	0.186

^mp<.10.

^*p<.05.

^**p<.001.