Hazard ARH Regional Medical Center

Patients praise

• Detailed and transparent billing processes with accessible support for billing inquiries
• Protocol in place to collect and respond to patient-reported concerns
• Lower-than-average Medicare payment per stay, indicating cost-efficiency for patients compared to state and national averages
• Policy to apologize for never events and not charge for associated costs

Common complaints

• Reports of poor communication between staff and patients
• Concerns regarding patient safety, including specific citations for patient rights, abuse/harassment policies, and record confidentiality deficiencies
• Lower-than-average patient experience ratings in national surveys
• Performance gaps in mortality and readmission measures resulting in a 2-star CMS quality rating
• Anecdotal negative experiences involving emergency room service and maternity care