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HSS Reports Scores on HCAHPS Survey

Ranks above National Average in Overall Patient Satisfaction and Other Areas

NEW YORK CITY—March 28, 2008

The Hospital Quality Alliance today released the first Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores for hospitals nationwide on different aspects of patient care as rated by patients themselves. Hospital for Special Surgery (HSS) in New York City scored well above the national average in both overall patient satisfaction and patient willingness to recommend the hospital to others. HSS is ranked the number one hospital in orthopedics by U.S.News & World Report in its 2007 "America's Best Hospitals" survey.

“Our patients’ willingness to recommend us to others is a reflection of the skill and expertise of our staff,” said Louis A. Shapiro, president and chief executive officer of Hospital for Special Surgery. “And our overall patient satisfaction is a testament to the superb care and environment provided by the entire team involved in a patient’s treatment and recovery.”

Survey results indicated 77 percent of patients admitted to Hospital for Special Surgery ranked their overall satisfaction with the hospital a 9 or 10 quality rating on a 10 point scale. By comparison, a little more than 60 percent of patients nationally on average scored their overall satisfaction at their hospital that favorably.

The survey also found 85 percent of Special Surgery patients were willing to recommend the hospital to others. Nationally, only 67 percent of patients were inclined to recommend their hospital to others.

The Hospital Quality Alliance is a national public-private collaboration of hospital groups, consumer representatives, physician and nursing organizations, employers and payers, oversight organizations and government agencies dedicated to encouraging hospitals to voluntarily collect and make public quality of care information. The HCAHPS survey consists of 27 questions asking patients, after they have left the hospital, how often different aspects of care were provided. The Hospital Quality Alliance hopes that this survey will provide an independent, objective look at patients’ experience while they were in the hospital.

Hospital for Special Surgery encourages the sharing of this information as part of a continuous effort to have a clear dialogue about the quality of care it provides. The hospital has long conducted its own internal surveys to assess patient satisfaction and address areas needing more support.

For the other areas of the HCAHPS survey, such as responsiveness of hospital staff and communication with nurses, Hospital for Special Surgery is at or well within range of national averages. The hospital has a number of initiatives in place to enhance patient satisfaction in all of HCAHP’s areas. Nearly 80 percent of Special Surgery patients said they were always satisfied with the communication they had with doctors.

“We are, of course, pleased we scored so high,” said Shapiro, “but there are always opportunities to do even better. In addition to the patient satisfaction surveys we always conduct, these results provide an important benchmark to assess our patients’ experience and we work very hard to exceed the expectations of our patients who chose to come to HSS to receive the best musculoskeletal care in the world.”

For more detailed information on the HCAHPS survey and Hospital for Special Surgery’s scores, please go to http://www.hospitalcompare.hhs.gov/.

 

About HSS | Hospital for Special Surgery
HSS is the world’s leading academic medical center focused on musculoskeletal health. At its core is Hospital for Special Surgery, nationally ranked No. 1 in orthopedics (for the eighth consecutive year) and No. 3 in rheumatology by U.S. News & World Report (2017-2018). Founded in 1863, the Hospital has one of the lowest infection rates in the country and was the first in New York State to receive Magnet Recognition for Excellence in Nursing Service from the American Nurses Credentialing Center four consecutive times. The global standard total knee replacement was developed at HSS in 1969. An affiliate of Weill Cornell Medical College, HSS has a main campus in New York City and facilities in New Jersey, Connecticut and in the Long Island and Westchester County regions of New York State. In 2017 HSS provided care to 135,000 patients and performed more than 32,000 surgical procedures. People from all 50 U.S. states and 80 countries travelled to receive care at HSS. In addition to patient care, HSS leads the field in research, innovation and education. The HSS Research Institute comprises 20 laboratories and 300 staff members focused on leading the advancement of musculoskeletal health through prevention of degeneration, tissue repair and tissue regeneration. The HSS Global Innovation Institute was formed in 2016 to realize the potential of new drugs, therapeutics and devices. The culture of innovation is accelerating at HSS as 130 new idea submissions were made to the Global Innovation Institute in 2017 (almost 3x the submissions in 2015). The HSS Education Institute is the world’s leading provider of education on the topic on musculoskeletal health, with its online learning platform offering more than 600 courses to more than 21,000 medical professional members worldwide. Through HSS Global Ventures, the institution is collaborating with medical centers and other organizations to advance the quality and value of musculoskeletal care and to make world-class HSS care more widely accessible nationally and internationally.

 

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