■ Business Trends: TOP HOSPITALS
Mixed results V
irginia hospitals saw mixed results in the most recent nation- wide patient satisfaction survey. The number of hospitals getting
high scores on the survey is rising, but the overall average for more than 80 facilities remains unchanged. Those are some of the trends found
in the Hospital Consumer Assessment of Healthcare Providers and Systems from the federal Centers for Medicare & Med- icaid Services. The Virginia results were provided by Virginia Health Information, a Richmond-based nonprofit, which also recently released “service line” information showing the volume of patients dis- charged by hospitals in 2015 for various treatments. The patient satisfaction survey, con-
ducted from January through December 2015, asks patients to rate their hospital experiences. First, they are asked to grade hospitals on a 10-point scale, with “9 or 10” being the highest score. Then patients were asked whether they would recommend hospitals to friends and family. The most positive response was “Yes, Definitely.” At least 80 percent of patients gave
six Virginia hospitals high praise on both questions in 2015. By comparison, only three hospitals had met that mark in 2014. Statewide, however, the average per-
centage of patients giving hospitals high scores on both questions was 70 percent. While that figure has improved from 64 percent since 2009, the 2015 percentage remained unchanged from 2014. Nationally, the 2015 patient satis-
faction average was 72 percent, up one percentage point from 2014. Virginia’s satisfaction rate has trailed the national rate every year since 2009.
Photo by Chris Cunningham, courtesy Gresham, Smith and Partners The Virginia hospitals getting high
satisfaction ratings on both survey ques- tions from 80 percent or more of their patients in 2015 were: Virginia Hospital Center in Arlington, Sentara Princess Anne Hospital in Virginia Beach, Sentara Leigh Hospital in Norfolk, Haymarket Medical Center in Prince William County, Sentara Williamsburg Regional Medical Center and Riverside Doctors’ Hospital Williamsburg. Four other hospitals had high satis-
faction ratings from 80 percent or more of their patients on one of the survey questions. They were Carilion Giles Com- munity Hospital in Pearisburg, Sentara Martha Jefferson Hospital in Charlot- tesville and Inova Fair Oaks and Inova Fairfax hospitals in Northern Virginia. The satisfaction rates for all Virginia acute-care hospitals are listed on the fol-
www.VirginiaBusiness.com
lowing pages. This section also includes the latest
service line information from VHI. The data offer a snapshot of the market share that hospitals hold for various treatments in their regions. Inova Fairfax Hospital, for example,
accounted for more than 50 percent of the oncology patients discharged in Northern Virginia in 2015. On the other hand, Sentara Norfolk General Hospital and Sentara Princess Anne Hospital were virtually tied in the percentage of Hampton Roads obstetrics/delivery patients they served, 14.5 percent vs. 14.4 percent. More service line charts are available
at VHI’s website,
www.vhi.org. The web- site also provides additional information on hospitals, physicians, health insurance, HMOs and nursing facilities.
VIRGINIA BUSINESS 41
More hospitals get high marks, but the average patient satisfaction score is unchanged by Robert Powell
Haymarket Medical Center is one of six Virginia hospitals that received high scores on the latest Hospital Consumer Assessment of Healthcare Providers and Systems report.
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