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Posts Tagged ‘hospital experience’


Patient Experience Survey

Larry H. Bernstein, MD, FCAP, Curator

LPBI

Survey of patients’ experiences (HCAHPS)

https://www.medicare.gov/hospitalcompare/About/Survey-Patients-Experience.html

  • The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey, also known as the CAHPS® Hospital Survey or Hospital CAHPS®, is a standardized survey instrument and data collection methodology that has been in use since 2006 to measure patients’ perspectives of hospital care. A partnership of public and private organizations led by the Federal government, specifically the Centers for Medicare & Medicaid Services (CMS)– Opens in a new window and the Agency for Healthcare Research and Quality (AHRQ)– Opens in a new window, created HCAHPS (pronounced “H-caps”) to publicly report the patient’s perspective of hospital care. The HCAHPS results posted on Hospital Compare allow consumers to make fair and objective comparisons between hospitals and with state and national averages on important measures of patients’ perspectives of care.
  • The survey asks a random sample of recently discharged adult patients to give feedback about topics like how well nurses and doctors communicated, how responsive hospital staff were to patient needs, how well the hospital managed patients’ pain, and the cleanliness and quietness of the hospital environment. Patients are the best sources of information on these topics.
  • The table below lists the topics and questions included in the survey. Patients are able to respond by answering “never,” “sometimes,” “usually,” or “always” to most of the survey questions. Hospitals that are rated well have higher percentages of patients who chose the most positive response option, like “always,” to the survey questions.
Survey topic Survey question
1) How often did nurses communicate well with patients? During this hospital stay…

  • How often did nurses treat you with courtesy and respect?
  • How often did nurses listen carefully to you?
  • How often did nurses explain things in a way you could understand?
2) How often did doctors communicate well with patients? During this hospital stay…

  • How often did doctors treat you with courtesy and respect?
  • How often did doctors listen carefully to you?
  • How often did doctors explain things in a way you could understand?
3) How often did patients receive help quickly from hospital staff? During this hospital stay…

  • How often did you get help as soon as you wanted after you pressed the call button?
  • How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?
4) How often was patients’ pain well controlled? During this hospital stay…

  • How often was your pain well controlled?
  • How often did the hospital staff do everything they could to help you with your pain?
5) How often did staff explain about medicines before giving them to patients? Before giving you any new medicine…

  • How often did hospital staff tell you what the medicine was for?
  • How often did hospital staff describe possible side effects in a way you could understand?
6) How often were the patients’ rooms and bathrooms kept clean? During this hospital stay…

  • How often were your room and bathroom kept clean?
7) How often was the area around patients’ rooms kept quiet at night? During this hospital stay…

  • How often was the area around your room quiet at night?
8) Were patients given information about what to do during their recovery at home? During this hospital stay…

  • Did hospital staff talk with you about whether you would have the help you needed when you left the hospital?
  • Did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
9) How well did patients understand the type of care they would need after leaving the hospital? During this hospital stay…

  • Did hospital staff consider your health care options and wishes when deciding what kind of care you would need after leaving the hospital?
  • Did you and/or your caregivers understand what you would have to do to take care of yourself after leaving the hospital?
  • Did you know what medications you would be taking and why you would be taking them after leaving the hospital?
10) How do patients rate the hospital overall? What number would you use to rate this hospital during your stay?
11) Would patients recommend the hospital to friends and family? Would you recommend this hospital to your friends and family?

For more information about HCAHPS, see About the data– Opens in a new window, the HCAHPS page– Opens in a new window on the CMS website or

the official HCAHPS website, www.hcahpsonline.org– Opens in a new window External Link icon.

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