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HCAHPS Evaluation On Patient Satisfaction Analysis

897 Words4 Pages

HCAHPS: Evaluation on Patient Satisfaction
Daisy Hernandez
Texas Tech University Health Sciences Center
NURS 4347
June 10, 2018

HCAHPS: Evaluation on Patient Satisfaction

Today, hospitals and other healthcare organizations are “concerned with protecting consumer rights and are actively engaged in assessing patient satisfaction as a strategy to improve quality, enhance market share, and meet regulatory and/or accreditation requirements” (Yoder-Wise, 2014, p 440). The Hospital Assessment of Healthcare Providers and Systems (HCAHPS) is a survey that reflects patients’ quality of care based on their experience during a hospital admission (Berkowitz, 2016). In a face-to face interview with Supervisor of Guest Realtions, C. Morales, at …show more content…

The purpose of HCAHPS is to “standardize the collection of data to measure patient perspectives on hospital care through a survey that are organized into nine areas: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communications about medicines, and discharge information” (Berkowitz, 2016, para, 11). C. Morales mentions, “cleanliness of the hospital environment, quietness within the hospital, and transition of care are also mentioned during the survey” (personal communication, 2018). Organizations can choose a survey vendor to gather the information or do so on their own. “Press Gainey is the company that conducts the surveys for us due to the fact that they bought out the previous vendor company we had called Healthstream” (C. Morales, personal communication, …show more content…

We know that what a “patient experiences might not be related to the quality of care, but rather their expectation of what they believe should be provided” (Berkowitz, 2016, para 32). C. Morales recalls an incident that had to be modified. “The question that asked patients about pain management was changed because most people that were on the surgical floor are expected to have some form of pain due to having recent surgical procedures. Instead, the question is communication-based. It’ll ask if the nurse communicated to the patient about a pain scale and pain regimen that can be used to make their pain tolerable/manageable” (personal communication,

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