Inpatient Experience Results
HCAHPS Inpatient Survey Background and Methodology
CTCA® participates in and monitors our ratings on the Hospital Consumer Assessment of Healthcare Providers and Systems survey (HCAHPS), which was developed by the U.S. Department of Health and Human Services and is administered by Press Ganey®, a third-party administrator of health care surveys. The HCAHPS survey is a national, standardized, publicly reported survey of patients’ perspectives with inpatient hospital care.
Before HCAHPS, many hospitals collected information on patient satisfaction for their own internal use, with no national standard for collecting and publicly reporting information about patient experience of care that allowed valid comparisons to be made across hospitals locally, regionally and nationally. Specialty hospitals are excluded from participating in this effort. This is not the case for CTCA®.
Through the relationship that CTCA has with Press Ganey, a nationally recognized, independent third party, surveys are administered to all eligible adult patients between 48 hours and six weeks after their discharge from a CTCA hospital. We chose to partner with Press Ganey because it works with more than 8,500 client organizations and 180,000 health care providers across the country to create and sustain high-performance environments. As a result, CTCA has access to the largest comparative database containing real-time data from more hospitals than any other HCAHPS vendor in the nation.
Overall, when patients are asked if they would recommend a CTCA hospital to family and friends, as well as whether they considered their experience with CTCA as among the best hospitals where they have received care with nearly 1,200 completed responses, our hospitals ranked within the top 3 percent of hospitals across the nation.
CTCA HCAHPS inpatient data are compared by Press Ganey to each center’s respective American Hospital Association region and the national data based on the data received from within the cohort. The data reported are reflective of the most currently available gathered between July 1, 2015, and June 30, 2016, based on patient discharge date.1,2 The graphs on the following pages show HCAHPS scores for each of our hospitals as compared to each hospital’s American Hospital Association (AHA) Region Average and the National Average. The applicable AHA regions are:
- AHA Region 2: CTCA at Eastern Regional Medical Center (ERMC): New Jersey, New York and Pennsylvania
- AHA Region 4: CTCA at Southeastern Regional Medical Center (SERMC): Alabama, Florida, Georgia, Mississippi, Puerto Rico, South Carolina, Tennessee
- AHA Region 5: CTCA at Midwestern Regional Medical Center (MRMC): Illinois, Indiana, Michigan, Ohio and Wisconsin
- AHA Region 7: CTCA at Southwestern Regional Medical Center (SRMC): Arkansas, Louisiana, Oklahoma, Texas
- AHA Region 8: CTCA at Western Regional Medical Center (WRMC): Arizona, Colorado, Idaho, Montana, New Mexico, Utah and Wyoming
The information displayed in the graphs on the following pages is reported using frequency scores representing the percentage of patients rating their experience in the affirmative top box score in response to all care dimensions for which questions are posed.
In alignment with the CTCA commitment to the Mother Standard of Care®, our hospitals’ patient experience results are consistently higher than the national and regional averages.
1 Because the HCAHPS survey compiles nationwide data, and the Center for Medicare and Medicaid Services (CMS) adjusts for geographic region and certain patient demographics, the results appearing on the CMS website (http://www.medicare.gov/hospitalcompare/search.html) are delayed in being released to the public. Therefore, data reflected with patients surveyed in this time frame will not appear on the CMS website for approximately one year, and may differ slightly.
2 The scores included for Western are not reported to CMS because Western does not participate in Medicare/Medicaid programs; however, Press Ganey (at our request) administers the HCAHPS survey to discharged Western patients and then reports the results to CTCA.
Outpatient Survey Background & Methodology
CTCA® voluntarily collects data on the quality of our outpatients’ experiences with care delivered using a survey customized to the oncology patients’ needs and administered by a third party to ensure the validity and reliability of these findings. Press Ganey administers the outpatient survey to all eligible patients within one week of the completion of any CTCA appointment for service. On average, over 100 completed surveys are returned per month, providing CTCA hospitals with feedback. Between August 1, 2015, and June 30, 2016, CTCA patients completed more than 8,200 outpatient oncology surveys.
CTCA outpatient oncology survey scores are part of a larger data set that includes 351 other U.S. hospitals that also partner with Press Ganey for outpatient oncology results, constituting one of the largest data sets of its kind. These U.S. hospitals include national cancer institutions such as Memorial Sloan Kettering, Cleveland Clinic, Dana-Farber and Fox Chase Cancer Center, among many others.
When patients are asked if they would recommend a CTCA hospital to family and friends as well as give their CTCA overall rating, CTCA ranked within the top quartile.
CTCA outpatient data are compared by Press Ganey by center to its national cohort. The data reported are reflective of the most current available gathered between August 1, 2015, and June 30, 2016. The data presented in the charts below are “on average” scores using a 5-point Likert scale in which an individual response is converted from very poor (0) to very good (100) and averaged. Data are presented by key dimension of care. In two areas, surgical care and nursing care, CTCA is alone in asking questions customized to the oncology patient based on what we know to be important to those served.
The CTCA data presented in aggregate below represent the quality of patients’ experiences with our medical, radiation and surgical oncologists.
Due to the unique needs of the patients we serve, we also monitor outpatient experience by specific type of cancer. The charts below illustrate experience and satisfaction for patients with ten specific cancer types.