​Our 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.

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 nation.

CTCA inpatient satisfaction results

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, our hospitals ranked within the top 3% of hospitals across the nation using data from Jan. 1, 2020, to Dec. 31, 2020.










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. The applicable AHA regions are:

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 8: CTCA Phoenix: 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 (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.


HCAHPS survey key
Graph labels Survey questions (and domains)
(1) Recommend • Patients who would definitely recommend their hospital to friends and family
(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 their hospital 9 or 10 on a scale from 0 (lowest) to 10 (highest)

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 (http://medicare.gov/hospitalcompare/search.html) are delayed in being released to the public. Therefore, data from patients surveyed in this timeframe will not appear on the CMS website for approximately one year, and may differ slightly.

2 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.