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Consumer Assessment

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a nationwide survey that measures various aspects of patients’ experiences during their hospital stays. This survey differs from patient satisfaction surveys because it does not assess patients’ subjective levels of satisfaction derived from such events.

The HCAHPS survey is composed of 32 questions, 25 of which have been used to compile the measures that assess 11 critical aspects of hospital experience: communication with doctors, communication with nurses, responsiveness of hospital staff, cleanliness and quietness of hospital environment, pain management, communication about medicines, discharge information, care transition, overall rating of hospital, and recommendation of hospital.

Measures in this Category

Doctor Communication:  How often did doctors communicate well with patients? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Nurse Communication:  How often did nurses communicate well with patients? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Responsiveness of Hospital Staff:  How often did patients receive help quickly from hospital staff? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Pain Well Controlled:  How often was patients’ pain well controlled? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Medicine Explained by Staff:  How often did staff explain medicines before giving them to patients? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Room and Bathroom Kept Clean:  How often were the patients’ rooms and bathrooms kept clean? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Room Quiet at Night:  How often was the area around patients’ rooms kept quiet at night? (Response categories include “Always”, “Usually” and “Sometimes/Never”.)

Provided Discharge Information:  Were patients given information about what to do during their recovery at home? (Response categories include “Yes” and “No”.)

Care Transition:  Percent of patients that responded Strongly Agree when asked if they understood their care when they left the hospital.

Hospital Rating:  How do patients rate the hospital overall, on a scale of 1-10 (1 being the lowest, 10 being the highest)? (Response categories include “9-10”, “7-8” and “6 and below”.)

Hospital Recommendation:  Would patients recommend the hospital to friends and family? (Response categories include “Yes, Definitely”, “Yes, Probably” and “No”.)