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March 10, 2020

*Updated March 2020 

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a patient satisfaction survey required by the Centers for Medicare and Medicaid Services (CMS) for all hospitals in the United States. It is administered to a random sample of adult patients across medical conditions between 48 hours and 6 weeks after discharge. 

In CMS' HCAHPS survey, patients provide feedback on their hospital experience, including:

  • Communication with nurses  
  • Communication with doctors  
  • Responsiveness when help is required  
  • Pain management  
  • Communication about medicines
  •  Discharge information  
  • Cleanliness and quietness of hospital environment  
  • Overall Hospital rating 

The survey results are publicly reported for all to see and may impact a healthcare organization’s reputation. Additionally, the government provides reimbursement based on resultsWithin a value-based care environmentin particularexcellent survey performance keeps the hospital financially strong.  

Definitive Healthcare's Hospitals & IDNs platform provides a 360-degree view of more than 8,800 U.S. hospitals and IDNs. Users can access intelligence on merger and acquisition activity, software and technology implementations, affiliations, and detailed financial, clinical, and quality metrics like HCAHPS scores.  

According to Definitive Healthcare, only 218 U.S. hospitals had an overall five-star rating in 2019 (compared to 233 in 2018), and 94 had a one-star rating (compared to 67 in 2018). Here are the U.S. hospitals with the highest and lowest HCAHPS ratings: 
 

10 Hospitals with 5 HCAHPS Stars by Net Patient Revenue 

Rank 

Hospital Name 

Definitive ID 

Net Patient Revenue 

Discharges 

1. 

Mayo Clinic Hospital - Arizona 

178 

$1,482,962,722  

16,363 

2. 

The James Cancer Hospital and Solove Research Institute 

3138 

$1,286,815,831  

15,193 

3. 

Dana Farber Cancer Institute 

1978 

$1,130,077,403  

1,304 

4. 

Seattle Cancer Care Alliance 

5692 

$698,053,511  

560 

5. 

Fox Chase Cancer Center 

3560 

$407,706,933  

3,814 

6. 

Oklahoma Heart Hospital North 

3331 

$318,307,636  

8,550 

7. 

New England Baptist Hospital 

1971 

$225,021,802  

8,563 

8. 

Arkansas Heart Hospital 

275 

$197,802,616  

6,194 

9. 

Parkview Ortho Hospital 

1287 

$186,055,048  

2,962 

10. 

South County Hospital 

3611 

$176,746,358  

5,804 

Fig 1 Data from Definitive Healthcare’s Hospitals & IDNs platform, sourced from hospital self-reporting to CMS in CY 2019. 

The above table features the U.S.' top rated hospitals in terms of HCAHPS scores. This list includes a smattering of smaller hospitals, and a high volume of specialized hospitals—particularly cancer centers 

Cancer centers may receive higher ratings because they are highly specialized, and report lower patient volumes, which may result in a better patient experience. It is interesting to note that nearly all of these hospitals are classified as short-term acute care hospitals: facilities where patients tend to visit their trusted primary care provider, with whom they build and foster relationships.  

10 Hospitals with 1 HCAHPS Star by Net Patient Revenue 

Rank 

Hospital Name 

Definitive ID 

Net Patient Revenue 

Discharges 

1. 

NYC Health and Hospitals - Kings County  

2806 

$1,348,496,304  

16,077 

2. 

Westchester Medical Center 

2926 

$1,233,480,843  

23,283 

3. 

Maimonides Medical Center 

2803 

$993,247,127  

34,994 

4. 

Staten Island University Hospital - North Campus 

2886 

$934,818,061  

36,635 

5. 

BronxCare Hospital Center - Fulton Campus 

2757 

$690,478,090  

27,254 

6. 

The University Hospital  

2663 

$685,143,132  

15,230 

7. 

University Medical Center of Southern Nevada 

2585 

$682,222,696  

25,789 

8. 

NYC Health and Hospitals - Jacobi 

2755 

$653,301,360  

16,900 

9. 

NYC Health and Hospitals - Elmhurst  

2879 

$582,347,357  

17,680 

10. 

St Francis Medical Center 

377 

$527,500,725  

19,807 

Fig 2 Data from Definitive Healthcare’s Hospitals & IDNs platform, sourced from hospital self-reporting to CMS in CY 2019. 

This list represents 10 U.S. hospitals that received a one-star HCAHPS score from CMSAs a whole, these hospitals do have a higher number of discharge volumes than the hospitals with five-star ratings, so these low scores may be a result of higher patient-to-provider ratios and staffing shortages 

Patients already expect quality care and strong communication from their care providersso a better patient experience may help improve these hospitals' HCAHPS ratings. However, many factors influence patient satisfaction, including noise pollution, high patient volumes, and the number of patients who are non-native English speakers. 

Learn more 

Definitive Healthcare provides users with an in-depth look into healthcare organization's HCAHPS scores and how they compare to state and national averages. 

To learn more about Definitive Healthcare'squality of care data, including HCAHPS scores, readmission and complication rates, and infection measures, visit our blog. 


ABOUT THE AUTHOR

Tory Waldron

Tory Waldron is a communications professional with a lifelong passion for writing and editing. Before joining Definitive Healthcare, she spent three years at a PR agency working with various B2B ...


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