Sylvester Recognized for Patient Satisfaction by Centers for Medicare & Medicaid Services

Sylvester Comprehensive Cancer Center, part of UHealth – the University of Miami Health System, recently received four stars as part of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, conducted on behalf of the Centers for Medicare & Medicaid Services. One through five stars are awarded based on average top-box scores for all eligible hospitals in the nation. Sylvester was the only hospital in Miami-Dade County to receive four stars.

“There is nothing more important to us than patient satisfaction,” said Sylvester and University of Miami Hospital & Clinics (UMHC) CEO Richard Ballard. “We are very grateful to see that our patients throughout Miami-Dade, Broward, and Palm Beach counties gave us four stars. This rating is a direct result of our unwavering commitment to best-in-class cancer care.”

The purpose of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients’ perspectives on hospital care. The HCAHPS survey contains patient perspectives on care and patient rating items that encompass 11 key topics: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, whether the patients would recommend the hospital, quietness of the hospital environment, transition of care, and an overall rating of the hospital.

Sylvester received five stars in the categories doctor communication, nurse communication, communication about medicines, and transition of care.

“As a result of the patient feedback, we’ve hired a discharge nurse, created a no-pass zone for unit staff to attend call bells, installed a nurse locator to better track response to call bells, and implemented an inpatient concierge program to assist with concerns during and after admissions,” said Sylvester and UMHC Chief Nursing Officer Elizabeth Smith.

All other members of the Alliance of Dedicated Cancer Centers — which have the best patient outcomes in the nation — also received four stars in the HCAHPS survey. Other members include: James Cancer Hospital and Solove Research Institute, Columbus, Ohio; City of Hope Comprehensive Cancer Center, Duarte, Calif.; Dana-Farber Cancer Institute, Boston; Fox Chase Cancer Center, Philadelphia; Moffitt Cancer Center & Research Institute, Tampa, Fla.; MD Anderson Cancer Center, Houston; Roswell Park Cancer Institute, Buffalo, N.Y.; Seattle Cancer Care Alliance, Seattle; and USC Norris Comprehensive Cancer Center, Los Angeles.

For more information on HCAHPS, please visit

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