Call us 24/7

patient experience

​Our patient experience results

Inpatient experience results

HCAHPS inpatient survey background and methodology

Cancer Treatment Centers of America® (CTCA) participates in and monitors its ratings on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, developed by the U.S. Department of Health and Human Services, and is administered by a third party, Press Ganey®. The HCAHPS survey is a national, standardized, publicly reported survey of patients’ perspectives on their inpatient hospital care.

Until 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. Many 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. Press Ganey works with more than 26,000 health care organizations and is considered an industry leader. As a result of our strategic relationship with Press Ganey, CTCA has access to the largest comparative database containing real-time data from more hospitals than any other HCAHPS vendor in the country.

patient experience recommedation

patient experience rating

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, with 1,143 completed responses, our hospitals ranked within the top 3 percent of hospitals across the country, using data from July 1, 2017, through June 30, 2018.

CTCA HCAHPS inpatient data are compared to the respective American Hospital Association region and the national cohort. The data reported are reflective of the most current available and based on the date patient surveys were received.2, 3 The applicable AHA regions are:

AHA Region 2: CTCA Philadelphia: New Jersey, New York and Pennsylvania

AHA Region 4: CTCA Atlanta: Alabama, Florida, Georgia , Mississippi, Puerto Rico, South Carolina, Tennessee

AHA Region 5: CTCA Chicago: Illinois, Indiana, Michigan, Ohio and Wisconsin

AHA Region 7: CTCA Tulsa: Arkansas, Louisiana, Oklahoma, Texas

AHA Region 8: CTCA Phoenix: Arizona, Colorado, Idaho, Montana, New Mexico, Utah and Wyoming

The information displayed in the graphs below is reported using frequency scores representing the percentage of patients rating their experience in the affirmative top box (definitely/always) in response to all care dimensions for which questions were 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 norms.

1 The HCAHPS survey compiles nationwide data, and the Center for Medicare and Medicaid Services (CMS) adjusts for geographic region and certain patient demographics. As such, the results appearing on the CMS website (medicare.gov/hospitalcompare/search.html)  are delayed in being released to the public. Therefore, data reflected with patients surveyed in this timeframe will not appear on the CMS website for approximately one year, and may differ slightly.

2 The scores included for CTCA Phoenix are not reported to CMS because CTCA Phoenix did not participate in Medicare/Medicaid programs during this time period. However, Press Ganey (at our request) administers the HCAHPS survey to discharged CTCA Phoenix patients and then reports the results to CTCA.

3 The Top 11 Peer Oncology Providers include: City of Hope Comprehensive Cancer Center, Dana-Farber Cancer Institute, Fox Chase Cancer Center, Moffitt Cancer Center, James Cancer Hospital and Solove Research Institute, MD Anderson Cancer Center, Memorial Sloan Kettering Cancer Institute, Roswell Park Comprehensive Cancer Center, Seattle Cancer Care Alliance, University of Miami Hospital and USC Norris Comprehensive Cancer Center.
Graph labels HCAHPS survey questions (and groupings)
(1) Recommend Patients who would definitely recommend the hospital
(2) Nurses Nurses treated you with courtesy and respect
Nurses listened carefully to you
Nurses explained in a way you understood
(3) Doctors Doctors treated you with courtesy and respect
Doctors listened carefully to you
Doctors explained in a way you understood
(4) Received help After using call button, received help as soon as you wanted it
Received help with toileting as soon as you wanted it
(5) Pain Staff talked about how much pain you had
Staff talked about how to treat your pain
(6) Medicine Told you what new medicine was for
Staff described medicine side effects
(7) Environment Cleanliness of hospital environment
(8) Quiet Quietness of hospital environment
(9) Discharge Staff talked about whether you had help when you left
Staff provided Information regarding symptoms or problems to look for
(10) Care transitions Hospital staff took preferences into account
Good understanding of managing own health
Understood purpose of taking medicine
(11) Overall Patients who rated the hospital 9-10
*New HCAHPS pain questions went into effect January 1, 2018. Therefore, the domain is reflective of January 1, 2018 - June 30, 2018 patient encounters.

HCAHPS atlanta

HCAHPS chicago

HCAHPS philadelphia

HCAHPS phoenix

HCAHPS tulsa

HCAHPS enterprise

 

Ambulatory surgery satisfaction results

OAS CAHPS survey background and methodology

Cancer Treatment Centers of America® (CTCA) vvoluntarily collects data on the quality of our ambulatory surgical outpatients’ experiences using a nationally standardized and validated instrument. The Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) survey measures the patient experience with surgeries performed at hospital-based outpatient surgery departments. Beginning in November 2017, the survey was administered to all patients on behalf of CTCA® by Press Ganey, an independent federally-certified research organization, within two weeks following their outpatient surgery or procedure.

Similar to the inpatient instrument, this survey contains questions that cover topics such as access to care, communications, experience with the facility and interactions with facility staff.

CTCA ambulatory surgery patient satisfaction results

The information displayed on the following pages is reported using frequency scores representing the percentage of patients rating their experience in the affirmative top box (definitely/always) in response to all care dimensions for which questions were posed. Additional details on OAS CAHPS survey questions can be found below.

ambulatory recommendation

ambulatory rating

4 Top Peer Oncology Provider cohort is unavailable for OAS Survey at this time.

ambulatory atlanta

ambulatory chicago

ambulatory philadelphia

ambulatory phoenix

ambulatory tulsa

ambulatory all hospitals

Graph labels Survey questions (and domains)
(1) Recommend Patients who would definitely recommend the hospital
(2) Communication Provided all needed information about procedure
Instructions to prepare for procedure were easy to understand
Staff explained procedure in way that was easy to understand
Information on anesthesia and its side effects were easy to understand
(3) Facility/Personal Treatment Check-in process ran smoothly
Facility cleanliness
Clerks and receptionists were helpful
Clerks and receptionists treated you with courtesy and respect
Staff treated you with courtesy and respect
Staff ensured you were comfortable
(4) Discharge Received written discharge instructions
Prepared for what to expect during recovery
Received information on:
• subsequent pain
• subsequent nausea
• subsequent bleeding
• what to do if there are signs of infection
(5) Overall Patients who rate the hospital 9-10

 

Outpatient Experience Results

Outpatient survey background and methodology

CTCA voluntarily collects data on the quality of our outpatients’ experiences with their care 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 800 completed surveys are returned per month, providing CTCA hospitals with valuable feedback; Between July 1, 2017 and June 30, 2018, CTCA patients completed more than 10,073 outpatient oncology surveys. CTCA performs above the mean in comparison to the 314 and 16 Top Peer Oncology Providers5 in the data set.

5 The Top 16 Peer Oncology Providers include: City of Hope Comprehensive Cancer Center, Dana-Farber Community Cancer Care, Dana-Farber Londonderry, Dana-Farber Longwood, Dana-Farber South Shore, Dana Farber St Elizabeth’s, Fox Chase Cancer Center, Moffitt Cancer Center, James Cancer Hospital and Solove Research Institute, MD Anderson Cancer Center, Memorial Sloan Kettering Cancer Institute, Roswell Park Comprehensive Cancer Center, Seattle Cancer Care Alliance, Sylvester Comprehensive Cancer Center and USC Norris Comprehensive Cancer Center.

outpatient recommendation

outpatient rating

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. Comprehensive data is presented by cancer type for each key dimension of care, based on what we know to be important to our patients.

Graph labels Outpatient survey questions (and groupings)
(1) Recommend Likelihood of recommending services
(2) Scheduling Reached office staff on phone with ease
Wait time between calling and first scheduled appointment
Courtesy and concern shown by staff who made appointment
(3) Registration Registration process ease
Wait in registration area
(4) Facility Facility cleanliness
Found way around facility with ease
Waiting area comfort
Changing room privacy
(5) Chemotherapy Wait time in chemo area
Explained what to expect during chemo
Chemo staff’s concern for comfort
Chemo staff’s courtesy
Explained how to manage chemo side effects
Comfort of the chemo treatment area
(6) Radiation Wait time in radiation therapy area
Explained what to expect during radiation therapy
Radiation therapy staff’s concern for comfort
Radiation therapy staff’s courtesy
Explained how to manage radiation therapy side effects
(7) Surgery Surgeon explained surgery
Explained how to manage side effects of surgery
Concern for privacy (in operating room and recovery room)
Waiting time in surgeon’s office
Staff’s concern for your comfort
Likelihood of recommending surgeons to others
Confidence in surgeon’s ability
(8) Nursing Nurses’ concern for questions and worries
Skill and knowledge of nurse(s)
Quality of care received from nurse(s)
Attention to pain control
Caring manner of the nurses
Nurses answered your questions
(9) Personal care Emotional needs were addressed
Kept family informed about what to expect
Sensitivity to difficulties and inconvenience
Inclusion in treatment decisions
Home care instructions
Concern for privacy
(10) Overall Care given at this facility

Outpatient satisfaction results by cancer type

outpatient breast cancer

outpatient colon cancer

outpatient esophageal cancer

outpatient kidney cancer

outpatient lung cancer

outpatient ovarian cancer

outpatient pancreatic cancer

outpatient prostate cancer

outpatient rectal cancer

outpatient stomach cancer

 

Physician transparency star rating survey background and methodology

CTCA voluntarily launched a Physician Transparency Star Ratings program in collaboration with third party research organizations Press Ganey® and Binary Fountain®. This program provides greater insight into the quality of patients’ experiences with CTCA medical oncologists, radiation oncologists and gynecologic oncologists.

The data displayed on the CTCA website (cancercenter.com) are aggregations of two questions specific to physicians’ patient care using the outpatient satisfaction survey. Data from the answers to the two questions are collected by Press Ganey and converted by Binary Fountain into a one to five-star rating, with one star being the lowest possible rating and five stars being the highest. Once a minimum of 30 responses are received by a physician, results are made available online. All patient comments are also posted online as written by the patient, whether they are positive or negative, after being de-identified for confidentiality and patient privacy.

The average star rating for CTCA providers is 4.81 out of 5.0, which is based upon a volume of 4,563 ratings among 51 individual physicians over the course of 12 months. This is above the 4.69 average national star rating of other hospitals in the research organization’s database. The distribution of star ratings across CTCA physicians is reflected below with 74.5% of CTCA physicians rated 4.8 stars or above on the 5-star scale. The data below reflect ratings collected between July 1, 2017 and June 30, 2018.

physician transparency