Really, it all comes down to care and cleanliness. Some hospitals are just filthy looking. Period. And a filthy hospital is usually a breeding ground for nasties like staph and MRSA.
Care rather covers the whole spectrum. Are nurses available to talk to families? Will they call the patient's doctor if necessary? Does someone answer call buttons promptly and courteously? If a patient requests something like a bath, how is that request handled? Are meals being served hot and on time? These are all aspects of care and part of helping a patient feel as though he or she has received good care from people who *do* care about their patients. Get the care issues nailed down, and chances are, you'll have satisfied patients and families.