Value HCAHPS Scores & Strategies

HCAHPS surveys are sent to patients following their hospital stays and are used to assess satisfaction with their hospital care and experience. Most patients are not educated on the importance of positive responses to the surveys and are usually not aware of the specific questions that will be asked. An over-arching strategy to ensure that patients provide positive responses is to dedicate a Patient Experience Advocate (sometimes known as a Social Worker) that initially greets patients in their rooms, explains what to expect during their stay and educates them on the importance of providing positive responses to the survey.

Family, friends and visitors also have an impact on patients' perception of their care and the hospital environment. Although the HCAHPS survey focuses specifically on patient experiences, those experiences may be influenced by the views and perceptions of family, friends and visitors. It is important that their needs and concerns are also addressed during the patients’ hospital stays.

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The HCAHPS Quality Assurance Guidelines V14.0 Survey that became effective October 1, 2019 contains 29 questions, of which 2 relate directly to THE HOSPITAL ENVIRONMENT, and another 3 that are tangential to a patients’ experience within the hospital environment.