Kidney Cancer Patient Experience Statistics and Results
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CTCA Patient Loyalty is Second to None
Cancer Treatment Centers of America (CTCA) routinely surveys CTCA patients to ask how likely they are to recommend us, which is an accepted measure of patient loyalty. Their answers are based on a scale of 0 to 10 where zero is least likely to recommend and 10 is most likely. When we subtract the number of patients who say they would not recommend us (detractors) from the number of patients who say they would (promoters), we get our Net Promoter Score® (NPS), which indicates the percentage of patients who are loyal to CTCA.
We have been surveying CTCA kidney cancer patients for several years, and we have been calculating our Net Promoter Score among kidney cancer patients since 2007. What we’ve found is that the vast majority – 89 to 100 out of every 100 patients – are very likely to recommend our hospitals to people they know.
When you consider that very few companies achieve an NPS above 75, you can see how unique CTCA is by how highly CTCA patients value their experience at our hospitals.
Patients Consistently Report High Satisfaction with CTCA Cancer Care
CTCA provides individualized and compassionate cancer care – the kind of care kidney cancer patients tell us they appreciate. We know because we ask them how satisfied they are through weekly surveys and frequent focus group sessions, which help us know we’re doing everything we can to make their cancer care experience as positive as possible. And, when patients or caregivers identify opportunities for improvement, we do everything we can to make the changes they requested – frequently even before the patient leaves the hospital.
Results demonstrate that patients consistently rate CTCA hospitals very highly. In fact, for the past three years, 97% to 100% of CTCA kidney cancer patients said they were mostly or completely satisfied overall with the care they received at our hospitals.
Patients Are Also Highly Satisfied with CTCA Physicians, Surgeons and Care Teams
As part of our commitment to transparency, we now report patient satisfaction rates with CTCA physicians and care teams, in addition to other patient experience indicators. In fact, CTCA is one of the only U.S. cancer treatment centers that routinely asks patients about their satisfaction with their medical oncologists, radiation oncologists and surgeons, and then publishes the ratings on its web site.
In 2011, CTCA kidney cancer patients reported an average satisfaction rate of 97.3% with their physicians and surgeons, as detailed in the graphic below.
The same CTCA kidney cancer patients were 95% to 97% satisfied with their care teams, as well.
Satisfied Patients Are Highly Willing to Recommend CTCA to Friends and Family
Patients who are highly satisfied with the care they receive at CTCA hospitals are also highly willing to recommend us. We call this patient loyalty, and to win it, we do thoughtful things to meet your needs. For instance, we handle every detail of your CTCA visit, from gathering your medical records to booking your appointments, and from arranging your transportation to reserving your accommodations. At CTCA, we want your focus to be entirely on healing.
For these reasons, 92% of kidney cancer patients surveyed in 2011 said they would recommend CTCA to friends and family.
We’re Here for You
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 1-800-615-3055 or Chat Now to explore our kidney cancer treatment program in more detail.