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Outpatient experience results

Outpatient survey background and methodology

Cancer Treatment Centers of America® (CTCA) voluntarily collects data on the quality of our outpatients’ experiences with their care using a survey customized to the oncology patient’s needs and administered by a third party to ensure the validity and reliability of the 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 950 completed surveys are returned per month, providing CTCA hospitals with valuable feedback. Between July 1, 2018 and June 30, 2019, CTCA patients completed 11,463 outpatient oncology surveys.

CTCA outpatient satisfaction results

The data presented in these charts 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. Performance for the Press Ganey national cohort and top peer providers within the data set are presented for key dimensions of care such as scheduling, registration, chemotherapy, radiation and personal care. In addition, comprehensive data are presented across Cancer Treatment Centers of America® (CTCA) by cancer type for each key dimension based on what we know to be important to our patients. Comparative peer data are not available at this level of detail by cancer type.

outpatient experience recommend 2019

outpatient experience rating 2019

outpatient oncology satisfaction all ctca hospitals 2019

outpatient satisfaction breast 2019

outpatient satisfaction colon 2019

outpatient satisfaction esophageal 2019

outpatient satisfaction kidney 2019

outpatient satisfaction lung 2019

outpatient satisfaction ovarian 2019

outpatient satisfaction pancreatic 2019

outpatient satisfaction prostate 2019

outpatient satisfaction rectal 2019

outpatient satisfaction stomach 2019

Outpatient oncology survey key
Graph labels Survey questions (and domains)
(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) Nursing1 • Nurses’ concern for questions and worries
• Nurses’ responsiveness to your needs
• Quality of care received from nurse(s)
• Attention to pain control
• Caring manner of the nurses
• Nurses answered your questions
(8) 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
(9) Overall • Overall rating of care given at this facility

1 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 Milford, 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.

2 Peer comparison data is unavailable for the nursing domain.