Breast Cancer Patient Experience Statistics and Results

While most hospitals strive for the highest levels of patient satisfaction, CTCA goes one step further. We want CTCA patients to be more than satisfied. We deliver such a high quality of care and treatment that most CTCA patients are willing to recommend us to their friends and loved ones. We call this patient loyalty.

The national hospital average of patients who are willing to refer another patient is approximately 55 percent. (Hospital Benchmark Reference: Would you recommend this hospital to a friend? Bain & Company Brief 12/19/07 by Julie Coffman & Phyllis Yale).

To earn your loyalty, we do things most hospitals wouldn't think of doing. For example, a patient recently suggested that a bench near the elevators would help tired patients during treatment. By that afternoon, we had a bench installed next to every elevator door in the hospital.

We do thoughtful things like this every day. Before you arrive, our representatives will handle every detail of your visit for you, including your transportation and lodging details. After you arrive and during your stay, we'll ask you how we can make your experience better. We'll do whatever is needed to improve – immediately. At CTCA we strive to provide a positive, stress-free, and hopeful environment for you and your loved ones so you can relax and focus on healing.

A patient who received treatment at our Philadelphia hospital told us, “You have my complete satisfaction and I am recommending the center to everyone I speak to about my condition.” Because we listen to patients and understand what you value most, we can improve the patient experience and treatment success.

Many businesses use a simple and effective method to determine levels of customer loyalty called the Net Promoter Score® (NPS). The NPS is a survey that asks customers to rate on a scale of 1 to 10 how likely they are to recommend a particular business. To arrive at the score, the percentage of customers who would not recommend the business (detractors) is subtracted from the percentage of customers who would (promoters).

Net Promoter is a customer loyalty metric developed by and a registered trademark of Fred Reichheld, Bain & Company, and Satmetrix.

Very few companies achieve an NPS score above 75, yet every CTCA hospital consistently ranks above 85. Our NPS score demonstrates that CTCA is providing the kind of care patients want and appreciate. We believe more hospitals should use the NPS survey to help them measure and improve the patient experience.

But at CTCA, we don't stop there. We survey patient satisfaction every week, and we hold frequent focus group sessions where we encourage patients and caregivers to share their opinions with us. We want to hear what you have to say and how we can improve our service. We ask how satisfied you are with the care we provide and how you felt before and after coming to CTCA. Not surprisingly, we consistently receive overwhelmingly positive responses like these:

"I love it here, This is Heaven on earth," said one patient who received treatment at our Philadelphia facility.

"Everything at CTCA has been a wonderful experience and we appreciate this place and the wonderful people more than words can say," said one patient who received treatment at our Tulsa facility.

Percent mostly and completely satisfied overall with CTCA.

"CTCA treats patients with respect while demonstrating a caring attitude. It makes all the difference in the world to the patient. I am completely satisfied with the care I have been given and with the complete professionalism," a patient told us after receiving treatment at our Tulsa hospital.

"This is my second experience with CTCA, my brother was treated here. That is why we are here," a patient at our Zion hospital told us.

Another patient receiving treatment at our Zion hospital said, "I am very devoted to CTCA. I thank God for bringing me here."

"You guys are the best - never stop all that you do! You are all angels!" said yet another patient who received treatment at our Zion hospital.

In one study at CTCA, we found that 80 percent of patients report an increased sense of hopefulness after undergoing a treatment evaluation at our centers.

"Your wonderful care has made all the difference," we were told by a patient at our Zion hospital.

At CTCA, we understand you have important decisions to make about your treatment. Our OIS representatives are available 24 hours a day, every day of the week. Call us at 888-841-9129 or Chat Now to explore our cancer treatment program in more detail.

More: Breast Cancer Survival Statistics and Results / Breast Cancer Quality of Life / Speed of Care / Breast Cancer Patient Testimonial