ERMC rated number one hospital in Michigan by patients for the second year in a row

Eaton Rapids Medical Center (ERMC) is once again rated first out of 122 Michigan hospitals for “Overall Rating of Hospital” and in the top ten percent of the nation for patient satisfaction based on the most recently released Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores.

HCAHPS is a national survey that measures different aspects of hospital care from the patient’s perspective. It was developed and implemented by the Centers for Medicare and Medicaid Services (CMS). HCAHPS is administered to a random sample of adult patients, not only Medicare patients. The survey data published in the first quarter of 2015 was collected from 4,140 hospitals between July 2013 and June 2014.

The CMS website explains that three broad goals shape the HCAHPS Survey. First, the survey is designed to produce data from the patient’s perspective of the care they received. This allows objective and meaningful comparisons among hospitals on topics important to consumers. Secondly, public reporting of the survey results is designed to create incentives for hospitals to improve their quality of care. Lastly, by reporting publicly, hospitals increase accountability through transparency. With these goals in mind, the HCAHPS project has taken substantial steps to assure that the survey is credible, useful and practical. This methodology and the information it generates are available to the public.

An HCAHPS survey encompasses nine key topics: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, quietness of the hospital environment and transition of care. HCAHPS scores-based on four consecutive quarters of patient surveys-are publicly reported on the Hospital Compare website four times each year. For more information or to view hospital comparisons, visit

Heather Schragg, ERMC Quality, Compliance and Risk Manager, attributes Eaton Rapids Medical Center’s success over the last couple of years to the implementation of quality initiatives. The primary initiative brought in Capstone Leadership Solutions, a Michigan-based company, to assist in assessing, planning and executing strategies to improve the patient experience.

“In addition, hospital leaders now dedicate time regularly to ’rounding’ or purposeful conversations with patients, family members and staff. This allows opportunities to check in, address issues immediately and build relationships,” explained Schragg. “We also call our patients after discharge to follow up on their well-being to ensure an understanding of medications, treatment and the care plan.”

Eaton Rapids Medical Center is a critical access hospital located in Eaton Rapids, Michigan. Visit to learn more. For additional information on HCAHPS, visit

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