Health Care Leader Action Guide to Effectively Using HCAHPS

Health Research and Educational Trust (HRET),
American Hospital Association (AHA)

This guide describes how the Hospital Consumer Assessment of Healthcare Providers and Systems (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 foundational elements have been considered, the guide outlines a five-step approach to using HCAHPS effectively to improve the patient experience, quality and safety.