Hospital Happenings: September 2016

What does it mean to be a Four-Star Hospital?

You may have heard: Montrose Memorial Hospital was rated a Four-Star Hospital for the second year in a row. What an honor it is! As the Marketing Director, it has always been important for me to communicate to you about the quality of care we deliver to our community, but to have so many outside agencies repeat it for us – that probably says more to the community than I ever could.

In the last six months, we received national recognition from Avatar Solutions for hospital cleanliness and patient satisfaction, and were recognized by iVantage Health Analytics for being in the Top 5% of rural hospitals in the entire nation! These were huge honors that speak well of the great care our employees and physicians give each day. But, how does being a Four-Star Hospital differ from these?

In a nutshell, the Four-Star Hospital ranking is delivered by the Centers for Medicare & Medicaid Services (CMS): CMS releases a report annually that summarizes the results of a survey given to patients about their recent hospital stay. This survey is called the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems). HCAHPS surveys are administered to random adult patients following discharge from the hospital. Outside agencies manage this for most (if not all) hospitals to help administer surveys and tabulate the data. Hospitals then publicly report the measures online. Over 4,500 hospitals in the United States were ranked from one to 5 stars based on these surveys! We invite you to go to to see how it works.

One of the really best things to me is that HCAHPS is a measure of what our own patients are saying. If our patients say we have given them a subpar experience that will show up in the HCAHPS measures. But if our patients say we’re delivering an excellent hospital experience, that will be represented in the data as well. It’s true, there are many complexities that go into a evaluating a healthcare system- but for me, I like to think of the ranking as a reflection of what our patients think of us. What they’re saying is that we’re a four star hospital!

I’m proud of the work we’re doing as a hospital to give our patients the best experience possible. I know our motto of “Friends & Family Caring for Friends & Family” is exemplified in the care we give our patients and their families every day!

Leann Tobin, Director of Marketing and Public Relations, MMH 240-7344