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Transparency · Family Feedback

Patient Satisfaction

What families say — and where you can verify every word of it.

Before you decide

You Shouldn't Have to Take Our Word for It

When you're choosing hospice care for someone you love, you shouldn't have to take a provider's word for it. You should be able to read what real families experienced, check the ratings independently, and come to your own conclusion.

We make that easy. Below is a clear summary of where St. Marie's Hospice stands across every major review platform, what our internal feedback data shows, and the themes families consistently raise in their own words. Every rating is publicly verifiable. Every theme reflects something real families actually said.

Verified across platforms

Our Ratings at a Glance

St. Marie's Hospice has been reviewed across multiple independent platforms. These are our current scores:

01

Google Business Profile

4.9 / 5.0123 reviews

Our primary patient-facing review platform — publicly searchable and independently managed by Google.

02

BirdEye

4.9 / 5.0129 reviews

Healthcare-focused review aggregator pulling from multiple verified sources.

03

Yelp

5.0 / 5.05 reviews

Small sample — included for completeness.

04

Glassdoor

5.0 / 5.02 reviews

Reflects team culture and staff experience — not patient-facing care.

Our internal family feedback surveys — conducted separately from public platforms — show consistent results across the same categories: communication clarity, responsiveness to calls, pain and symptom management, and how supported the family felt throughout.

To read individual reviews, visit our Google Business Profile directly. The full record is there, unfiltered.

In their own words

What Families Consistently Say

Across our Google reviews and internal feedback, the same themes come up repeatedly. Not in every review — but across enough of them that the pattern is clear.

01
"The team was there when we called — even at 2 in the morning."

Responsiveness

Responsiveness is the theme families mention most. When symptoms escalated overnight, when a family member didn't know what they were seeing, when someone needed a voice to walk them through what was happening — the on-call nurse answered. That responsiveness matters most in those moments, and it's what families remember most afterward.

02
"They explained everything, every step of the way."

Clear Communication

Families consistently describe our team as clear communicators — not clinical in a way that felt cold, but honest in a way that helped them make decisions. Several families specifically mentioned that no question felt too small, and that they were never left guessing about what was happening with their loved one.

03
"My father wasn't in pain. That was the most important thing."

Pain & Symptom Management

Pain and symptom management is the clinical centerpiece of hospice care — and it's the area families most want reassurance about before they call. The feedback we receive consistently reflects that this expectation was met. Medications were adjusted when needed. Discomfort was taken seriously. The team followed through.

04
"They treated him with dignity. They treated all of us with dignity."

Dignity

This comes up in different forms across reviews and feedback — the nurse who took care during personal care, the aide who came consistently rather than rotating through strangers, the team that addressed family members by name and remembered details from visit to visit. Dignity in hospice care is specific and personal, and it shows up in these specifics.

05
"After my mother passed, they didn't disappear. They kept checking in."

Bereavement Support

Our bereavement support program continues for up to 13 months after a patient's death — and several families specifically mentioned this as something they didn't expect and came to value. Grief doesn't follow a schedule, and the families who received those follow-up calls were often grateful for them at moments they couldn't have anticipated.

How We Measure Care Quality

Reviews and ratings are one form of measurement. There are others worth knowing about.

01

CAHPS Hospice Survey

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospice Survey is a standardized, federally administered instrument that asks bereaved family members to rate their hospice experience across specific dimensions: how well the team communicated, how well pain was managed, how they were treated with respect, and their overall experience. Results are publicly reported through Medicare's Care Compare tool.

For smaller hospices, CAHPS scores require a minimum number of survey responses before CMS publishes them publicly. As a community-based hospice growing its census in the Detroit tri-county area, our publicly reported CAHPS data is building. Families who want to discuss our current performance data directly are welcome to ask — we'll share what we have and be honest about where we are in the reporting cycle.

02

CHAP Accreditation

St. Marie's holds voluntary accreditation through the Community Health Accreditation Partner (CHAP) — a standard that goes beyond Medicare's baseline certification requirements. CHAP accreditation involves an independent, on-site review of clinical quality, governance, and organizational standards. It's the kind of accountability a hospice chooses to accept, not one that's required of it. More information is on our certifications page.

03

Hospice Item Set (HIS) Quality Measures

Every Medicare-certified hospice submits clinical quality data through the Hospice Item Set — a set of standardized measures tracked by CMS. These include whether patients were screened for pain and dyspnea at admission, whether treatment preferences were documented, and whether the patient's beliefs and values were addressed in the care plan. Our HIS data is submitted on schedule and available for review on Care Compare.

Why Ratings Matter — and What They Don't Tell You

A 4.9-star rating is meaningful. It reflects real families describing real experiences, and the consistency across 100+ reviews — not just a handful — gives the number weight.

But ratings don't capture everything. They don't show you nurse caseloads. They don't show you whether the on-call line connects to a live RN or an answering service. They don't show you how quickly equipment is delivered, or whether the same aide comes every visit or a different person shows up each time.

Those factors are worth asking about directly. Our guide on how to compare hospice providers covers exactly what to look for — the metrics that matter beyond stars, and the questions worth bringing to any hospice you're evaluating.

We welcome all of those questions. A hospice confident in its care doesn't need to deflect.

When you’re ready

Talk to Us

If you have questions about our care quality, our ratings, or what hospice at St. Marie’s actually looks like from day to day, call (800) 489-7977 or reach us through our contact page. There’s no cost to the conversation. We’ll answer plainly — including the harder questions.
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