HCAHPS: More Than Patient Satisfation

Posted on October 25, 2012. Filed under: HCAHPS, Patient Experience, Post By Christy Whipple |

HCAHPS reflect both of the quality of care and the level of patient satisfaction
Christy Whipple

“HCAHPS results are playing an increasingly larger role in the financial well-being of America’s hospitals,” according to a recent article in Becker’s Hospital Review. Beginning in its fiscal year 2013, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) will become a system based on ‘pay-for-performance.’ This new program will reward and penalize hospitals for performance on certain metrics.

Thirty percent of each hospital’s total performance score will be based on patient experience while the other seventy percent will be based on other core measures. Quint Studer, founder and CEO of Studer Group, states that HCAHPS results and quality are “actually two sides of the same coin.”

Mr. Studer claims that the HCAHPS reflect both of the quality of care and the level of patient satisfaction. HCAHPS measure patient perception of quality, but also many of the results link to actual quality. The growing importance of the HCAHPS has many hospitals scrambling to identify ways to improve patient experience. According to Studer, improving scores is as simple as providing better communication.

According to an article by the Department of Health and Human Services, data shows that “patients receiving clear discharge instructions are often the same patients who are most satisfied with their hospital.” Alternately, patients who are unclear about their medications or discharge are often dissatisfied with their care as a whole. 

Hospitals need to communicate more effectively with their patients. While it appears that only a portion of  HCAHPS deal with communication, the reality is, with closer analysis, the entire survey measures communication quality.


Introcomm’s admissions and discharge solutions have a moderate to high impact on more than 88% of the topics covered in the patient experience portion of the HCAHPS survey. If you would like to learn more about improving your HCAHPS scores and how Introcomm can help – with little to no additional out of pocket expense – please contact us today.


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