Using HCAHPS to Drive Patient and Employee Satisfaction

Author: 
National Rural Health Resource Center (The Center)

This guide assists small rural hospitals with using Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) data to drive patient and employee satisfaction. Subject matter experts in rural health recommend a systems-based framework to translate HCAHPS data into patient and employee satisfaction. The National Rural Health Resource Center has identified two examples of small rural hospitals that have been successfully utilizing HCAHPS data to drive patient and employee satisfaction; documentation of the hospitals' HCAHPS processes and outcomes are included in the guide.