The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a standardized survey used to measure patient experience of hospital care. Using the feedback gathered through HCAHPS, hospitals can improve upon the quality of care provided and further engage patients in their health journey. Activities to implement HCAHPS or improve upon performance are allowable under the investment category Value-Based Purchasing. The following are resources that may provide new ideas and tools for such activities.
This guide, updated August 2019, provides information on HCAHPS, including the benefits and challenges to implementing an HCAHPS survey process with small rural hospitals, specifically CAHs. It also identifies vendors to guide small rural hospital and CAH vendor selection of this important, patient-centered survey process.
This guide describes how HCAHPS data should be used in context with other information about organizational performance. It highlights cultural elements necessary to build a firm foundation for HCAHPS success. Once these have been considered, the guide outlines a five-step approach to using HCAHPS effectively to improve the patient experience, quality and safety.
This website provides important information about how to implement the HCAHPS survey which is a survey instrument for measuring patients’ perspectives on hospital care. The survey contains patient perspectives on care and patient rating items that encompass key topics.
Read an example of a network approach to implementing best practices for patient engagement and satisfaction.
Across the United States, hospitals are asking patients to report on their experience during their inpatient stay. This information is important as hospitals work toward improving their performance.
In this guide, subject matter experts in rural health recommend a systems-based framework to translate HCAHPS data into patient and employee satisfaction. The guide documents HCAHPS processes and outcomes from two small rural hospitals that have been successfully utilizing HCAHPS data to drive patient and employee satisfaction.