HCAHPS: Metrics for improving quality of care & outcomes

What is HCAHPS? Hospital Consumer Assessment of Healthcare Providers and Systems

HCAHPS data measures patient satisfaction.

  • The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care.
  • While many hospitals have collected information on patient satisfaction, prior to HCAHPS there was no national standard for collecting or publicly reporting patients' perspectives of care information that would enable valid comparisons to be made across all hospitals.
  • In order to make "apples to apples" comparisons to support consumer choice, it was necessary to introduce a standard measurement approach: the HCAHPS survey, which is also known as the CAHPS® Hospital Survey, or Hospital CAHPS.
  • HCAHPS is a core set of questions that can be combined with a broader, customized set of hospital-specific items.
  • HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

When and Why was HCAHPS Implemented?

  • Implemented by Center for Medicare and Medicaid Services in 2006; first survey March 2008
  • Performance and Reporting is tied to hospital payments
  • Publicly reported data with standardized questions (27 questions / 18 core questions)
  • Vendors administer survey & report back to hospitals quarterly
  • Established to improve the effectiveness of care
  • Makes hospitals and physicians better providers; gain patient’s trust
  • Establishes clinical protocols
  • Provider & patient education: medications, discharge instructions
  • Communication with medical staff & family to reduce and possibly eliminate readmissions
For more information about HCAHPS, visit their website.

For more information about how Adfinitas Health can help improve quality of care and outcomes for your hospital, please contact Idara Nickelson, Vice President of Business Development at INickelson@AdfinitasHealth.com.


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