What is HCAHPS?
HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems) is a patient satisfaction survey required by CMS (the Centers for Medicare and Medicaid Services) for all hospitals in the United States.
Why is HCAHPS Important?
The survey and its results are important for several reasons:
- The survey is the voice of the patient – it gives AMH a view into the patient’s perception of the care we provide.
- The survey results are publicly reported on the internet for all to see – so results impact our reputation.
- The government will reimburse us on results – so, excellent survey performance keeps the hospital financially strong.
What Does the HCAHPS Survey Ask About?
- Doctor Communication - respect, listening skills and communication ability of doctors
- Nurse Communication - respect, listening skills and communication ability of nurses
- Staff Responsiveness - answering call bells and responding to toileting needs
- Hospital Environment - cleanliness and quietness of the hospital
- Pain Management – how well was your pain controlled
- Medication Communication – explaining medications to patients
- Discharge Information – preparing patients to leave the hospital
- Food Services – quality of food and the courtesy of those who serve it
- Overall Rating of the Hospital – rating the hospital on a scale of 1-10