Our Impact in 2021 By the Numbers

BH by the numbers 2021 coverThe Clinical Services Department and Mental Health Outcomes, LLC are pleased to share 2021 By the Numbers highlighting the Division’s clinical and quality outcomes successes.

In the second year of the pandemic, our team held true to UHS’ Mission and focused keenly on every patient’s care experience with us.

For a complete view of UHS Behavioral Health facilities’ clinical outcome measures and patient survey results, please read Our Impact in 2021 by the Numbers report.

Karen JohnsonKaren E. Johnson, MSW
Senior Vice President, Chief Clinical Officer
Behavioral Health Division, Universal Health Services

Exceeding National Quality Scores

As we continue to increase awareness and change the conversation about mental health and addiction issues, we remain committed to our top priority — taking care of people. This includes a relentless focus on treating individuals with respect, operating with integrity and providing superior quality care.

At UHS, employees from all levels of the organization constantly strive to improve our services. In support of these efforts, progress is continually measured against our goals. Unlike most providers that focus only on patient satisfaction, we quantify our clinical care by using both clinician ratings and patient self-report tools. This added measure allows UHS to benchmark, improve and report on the high-quality care provided.

Clinical and Quality Outcomes

All UHS Behavioral Health hospitals participate in CMS’ Inpatient Psychiatric Facility Quality Reporting Program (IPFQR), a program used by approximately 1,600 U.S. behavioral health hospitals to measure a broad set of evidence-based clinical practices linked to positive patient outcomes. UHS Behavioral Health hospitals’ aggregated results regularly outperform industry benchmarks across key quality measures.

The facilities also participate in surveys by The Joint Commission which developed The Hospital-Based Inpatient Psychiatric Services (HBIPS) ‘core’ measures. Hospitals that effectively integrate these processes into clinical and quality improvement practices should positively impact psychiatric patients.

Cygnet Health Care facilities consistently maintain high standards across the portfolio; 82% are rated Good or Outstanding by U.K. regulators.

Below are some of our 2021 results:

UHS Behavioral Health Outperforms Industry on Key Metrics
(higher rates desired)

UHS BH Comparative performance metrics

+ We respect the patient’s right to refuse these offerings.
* Comparison Results based on 2020 discharges. Comparison data is taken from CMS except for HBIPS-1, which is TJC-only.

Comparison groups include units in medical surgical facilities.


Quote: It is encouraging to demonstrate that UHS aggregate scores are consistently higher than averages across these metrics. I’m particularly pleased to see how we continually perform in regard to transitioning patients efficiently

Mark Friedlander, MD, MBA

Chief Medical Officer, UHS Behavioral Health Division

In addition to routinely exceeding the national average in IPFQR scores, UHS Behavioral Health facilities also received the following laudable distinctions in 2021:

  • Arrowhead Behavioral Health (Ohio), Black Bear Treatment Center (Ga.), Calvary Healing Center (Ariz.), La Amistad (Fla.), Schick Shadel Hospital (Wash.), Summit Oaks Hospital (N.J.), Talbott Recovery Dunwoody (Ga.), University Behavioral Center (Fla.) and Wekiva Springs (Fla.) earned Blue Cross Blue Shield’s Blue Distinction® Center for Substance Use Treatment and Recovery in June 2021.
  • PRIDE Institute (Minn.) and The Ridge Behavioral Health System (Ky.) were recognized on Newsweek’s list of Best Addiction Treatment Centers 2021. The list highlights the nation’s top facilities based on quality of service, reputation and accreditation relative to in-state competition. Facilities in the 20 states with the highest number of addiction treatment centers, according to the Substance Abuse and Mental Health Services Administration (SAMHSA), were included in the survey.
  • TMC Behavioral Health Center (Texas) earned the Cigna Center of Excellence designation for Adult Mental Health in 2021. The program evaluates patient outcomes and cost data for network-participating providers.

Patient Experience and Satisfaction Scores

UHS uses comprehensive evidence-based clinical outcome assessment metrics to benchmark our performance in efforts to continuously enhance our patients’ experience and satisfaction. Sharing these results with patients and families weighing treatment options, as well as payers contemplating coverage decisions, validates the high quality of our services.

2021 Clinical Outcomes

UHS BH Percent of Patients with Meaningful Improvement in 2021

Patient improvement data was collected from patients, informants and/or clinicians at the time of admission and upon discharge through various assessment tools. Assessments used are targeted to treatment populations (i.e., child inpatient, adolescent RTC, adult inpatient, etc.). When evaluating results UHS measures statistically meaningful improvement, or that change which can be attributable to treatment.

  • In 2021, 170 UHS Behavioral Health facilities with 888 distinct programs captured clinical outcome measures for approximately 310,000 patients.
  • UHS can demonstrate that approximately 77% of our patients exhibit statistically meaningful improvement using patient self-report rating scales.

Below are highlights of UHS Behavioral Health patients’ 2021 results from several tools which assess problem behaviors based on patient responses. The results indicate the vast majority of these patients showed improvement. Patients identified as having ‘No Effect’ may have experienced positive change, which may indicate that they feel better and have high satisfaction, however their change did not meet a statistical threshold.

We also incorporated the Net Promoter Score (NPS) into our surveys at our facilities. The NPS is a score to gauge the loyalty of customers, consumers and patients and has been widely adopted by more than two-thirds of Fortune 1000 companies. We measure loyalty using the question, “How likely would you be to recommend this facility to a friend or family member?” In 2021, the UHS Behavioral Health Division Net Promoter Score was 37.1, which represents the percent of promoters minus the percent of detractors. This score is considered very good by industry standards.


Net Promoter Score Index

Quote: We consistently maintain our high standards across our Behavioral Health Division. This is reflected in feedback from industry regulators and patients alike. With these standards in place, we look forward to continuing our pursuit of saving lives, inspiring hope and supporting the individuals on their journey toward improved mental health and wellness.

Mark Friedlander, MD, MBA

Chief Medical Officer, UHS Behavioral Health Division

2021 Patient Satisfaction Scores

  • UHS’ Behavioral Health facilities continue to receive high patient satisfaction ratings in 2021. From the nearly 310,000 anonymous patient satisfaction surveys, we learned UHS Behavioral Health patients rated their overall satisfaction a 4.4 on a scale of 1 (strongly disagree) to 5 (strongly agree). Research suggests that higher patient satisfaction is associated with improved treatment outcomes.
  • In 2021, 89% of patients surveyed indicated that they were satisfied with their treatment and 91% of patients surveyed reported that they felt better after care.

UHS BH Patient Satisfaction Grand Mean

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  • Our education programs enable youth to continue schooling at our facility while receiving treatment. UHS provides personalized learning plans that meet each patient where they are upon admission and prepares them for a seamless transition back to their traditional school environment. Of the nearly 940 parents or guardians of youth receiving treatment, 86% agree that staff truly cares about their child. Further, 85% report being satisfied with the facility’s education programs.

Quote: We are very committed to the academic achievement of the students in our care. During 2021, despite disruptions from the pandemic, our dedicated UHS educators, administrators and support staff helped 220 patients complete their high school requirements during 2021. This represents an 8% increase over the previous year and is a testament to the perseverance, innovation and compassion displayed by our teams.

Karen E. Johnson

Senior Vice President, Chief Clinical Officer, UHS Behavioral Health Division