Outstanding Care…Outstanding Scores

June 7, 2012

It is with tremendous pride and pleasure that I can today report that Helen Hayes Hospital ranks in the top 1% in overall Patient Satisfaction among rehabilitation facilities nationwide. Press Ganey reported this outstanding score, among others, in its most recent quarterly patient satisfaction report for HHH. For more than 25 years, Press Ganey has been the industry’s recognized leader in health care performance improvement, working with more than 10,000 health care organizations nationwide, to assess and improve clinical and business outcomes.


These terrific scores are truly a reflection of the dedication and commitment our staff brings to our specialty physical rehabilitation hospital every day. Most notably, the score for overall patient satisfaction placed us in the 99th percentile of rehabilitation facilities nationwide. However, scores were exemplary across the board, meaning that both clinical and non-clinical staff alike contributed to ensuring our patients had an exemplary experience. We accomplished this by listening closely to our patients and attending to even the smallest of details that may impact their rehabilitation program.


HHH also ranked in the 99th percentile in:

  • Control of pain
  • Safety & security felt
  • Sensitivity to questions & needs
  • Extent of respect felt
  • Feeling that staff worked together
  • Feeling prepared to function at home & in the community


Furthermore, survey results also placed us in the top 1% as far as a patient’s likelihood of recommending HHH to others. That in and of itself is a very telling and gratifying statistic. If a patient believes that their time at HHH was so positive that they are ready to recommend us to someone they know, then we know we have done our job well.


It is clear that all members of our clinical teams, including our physicians, nurses, therapists and case managers, are concentrating on communicating with patients and families about rehab goals and outcomes, are providing the highest quality care and are seeking to surpass a patient’s expectations. Be assured that we have every intention of continuing this level of exemplary care and service.


I’m so proud of our staff, not only for what they have accomplished, but also for what they have helped our patients to accomplish. Enabling a patient, and their family members, to recover and heal in an environment that is both challenging and nurturing is a gift we are happy to share. In the end, a renewed spirit and a restored life are the best gifts we can offer.

-Val S. Gray

Chief Executive Officer