Select Specialty Hospital-North Knoxville, Tennessee
Select Specialty Hospital-Tulsa Midtown, Oklahoma
Select Specialty Hospital-Tallahassee, Florida
Regency Hospital-Columbus, Ohio
One of values of Select Specialty and Regency Hospitals is to deliver an exceptional patient experience. Measurement of patients’ experience is a critical step in this process; as a patient, it is important to know, prior to hospital admission, what other patients thought of their experience in the hospital. We believe in providing transparency of information by publishing a summary of all responses to patient satisfaction surveys provided to all our patients and families. Feedback from our patients helps us to continue to improve the quality of care that our patients receive.
The patient satisfaction star rating score  is an average of responses to two questions on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, a standardized instrument that has been used in hospitals and healthcare systems since 2006. The Centers for Medicare & Medicaid Services (CMS) partnered with the Agency for Healthcare Research and Quality (AHRQ), agencies in the federal Department of Health and Human Services, to develop HCAHPS. The survey contains 25 questions that ask patients to rate their hospital experience upon discharge, including nursing care, responsiveness of staff, environmental conditions such as cleanliness and quietness, communication, and discharge planning.
The star ratings are determined from the following questions: “Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your stay?” and, “Would you recommend this hospital to your friends and family?” Responses to the second question are measured on a scale of 1 to 4, with 4 being the best score; responses from both questions are then transferred to the 5-star rating scale.
Patients are provided the patient satisfaction survey upon discharge from our hospital; completed surveys are sent to two third-party providers (LTRAX and National Research Corporation) for the aggregation and analysis of the survey results and patient comments to ensure confidentiality of all responses.
In addition to public awareness of our patient ratings, we provide ongoing feedback to hospital staff, who can address patient concerns and ratings in areas of opportunity, to consistently improve the level of patient care that results in a positive patient experience.
 This should not be confused with the star rating system used by CMS for other quality indicators such as infections.