About our ratings

The patient star ratings are an average of all responses to physician-related questions on our nationally recognized Press Ganey Patient Satisfaction Survey. 
Cancer Treatment Centers of America® (CTCA) measures patient satisfaction as part of our effort toward continuous improvement in all aspects of the patient experience. We partner with Press Ganey®, a third-party-validated organization with over 30 years of experience supporting over 26,000 health care organizations, to survey our patients about their recent experiences at CTCA®.

Why is this information important?
CTCA is committed to transparency. Not only do the surveys allow us to continuously improve our services, but we hope these ratings will help you feel confident in your decision to seek care at CTCA.

How are the star scores calculated?
All eligible CTCA patients who receive care at one of our comprehensive care and research centers receive a survey from Press Ganey within one to two weeks after their treatment occurrence. In addition to being asked about their overall experience at CTCA, patients are asked to score the level of confidence they have in their provider, as well as the likelihood they will recommend the physician to others. Raw data from the answers to the survey questions about our physicians are calculated by Press Ganey into a one- to five-star rating, with one star being the lowest possible rating and five stars being the highest.

Are all comments included?
In the spirit of transparency, all patient comments are posted as written by the patient, whether they are positive or negative. Patients’ names and other identifying information are removed from the comments for confidentiality and patient privacy. We only exclude comments if they are deemed to be slanderous or libelous, contain profanity or vulgar language, do not relate to the patient’s experience with the doctor involved (including comments directed at hospital COVID-19 policies and procedures), or are statements that cannot be verified as factual. As a result, the comments are the views and opinions of the patients surveyed and are not endorsed by, and may not necessarily reflect the opinion of, CTCA.

Why don’t all physicians have ratings and comments?
Following industry best practice, star ratings and comments are only published for physicians with a minimum of 30 completed patient surveys. This helps us ensure that the sample size is large enough to give you an accurate representation of the physician’s care. 
Star ratings and comments are not available for all physicians or specialties. The validated Press Ganey survey captures patient experience feedback with the primary oncology services of chemotherapy and radiation therapy at our comprehensive care and research centers, which include only medical, radiation and gynecologic oncologists. Gynecologic surgical offerings are not included at this time due to a different survey tool required to evaluate these services.

Can anyone provide ratings and responses for a physician?
No. Only patients who are under the care of the physician can provide a response through the Press Ganey survey. Eligible patients receive the survey either by mail or email after their treatment occurrence. Survey responses are completely voluntary.

How do you protect patient information for those who have responded to the survey?
Patient privacy is of the utmost importance to us. If a review comment includes any information that could identify a patient (e.g., name, etc.), it is removed from the comment prior to publishing on the physician’s bio page. All patient information that has been removed from a comment is designated with an ellipsis, or “[…]”.

How often are the scores updated?
Press Ganey surveys are sent out all year long. All patient ratings and reviews are regularly updated and published within a month of receiving the responses. Ratings and reviews remain on a physician’s bio page for one year after being published. After that time period, the ratings and reviews older than a year are removed to ensure the most current information is available.