Why are HCAHPS Scores Important?

HIMSS Analytics

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.

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In the survey, patients provide feedback on their experience with a hospital in specific areas, including:

  • Communication with Nurses
  • Communication with Doctors
  • Responsiveness of Hospital Staff
  • Pain Management
  • Communication about Medicines
  • Discharge Information
  • Cleanliness and Quietness of Hospital Environment
  • Hospital Rating

What do the Survey Results Mean? 

The survey and its results are extremely important, as it serves as the voice of the patient and gives a view into the patient’s perception of the care that is provided. The survey results are publicly reported on the internet for all to see; therefore results directly impact a healthcare organization’s reputation.  Additionally, the government provides reimbursement based on results – so, excellent survey performance keeps the hospital financially strong.


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