Use Case 27: Patient satisfaction scores (CAHPS Hospital Survey)

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Use Case

Use case summary


Patient Satisfaction scores released by CMS, which were collected by Press Ganey

Survey of patients' experiences (HCAHPS)

The Centers for Medicare & Medicaid Services (CMS), along with the Agency for Healthcare Research and Quality (AHRQ), developed the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey, also known as Hospital CAHPS®, to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. The HCAHPS Survey is administered to a random sample of patients continuously throughout the year. CMS cleans, adjusts and analyzes the data, then publicly reports the results. The HCAHPS survey- Opens in a new windowExit Disclaimer - Opens in a new window is 32 questions in length—21 substantive items that encompass critical aspects of the hospital experience, four screening questions to skip patients to appropriate questions, and 7 demographic items that are used for adjusting the mix of patients across hospitals for analytical purposes. Hospital Compare currently reports results for 7 composite topics, 2 individual topics and 2 global topics, as follows:

Composite topics

Nurse communication (questions 1, 2, 3) Doctor communication (questions 5, 6, 7) Responsiveness of hospital staff (questions 4, 11) Pain management (questions 13, 14) Communication about medicines (questions 16, 17) Discharge information (questions 19, 20) Care transition (questions 23, 24, 25) Individual topics

Cleanliness of hospital environment (question 8) Quietness of hospital environment (question 9) Global topics

Overall rating of hospital (question 21) Willingness to recommend hospital (question 22) Hospital-level results are publicly reported on the Hospital Compare website four times a year. HCAHPS results are based on four quarters of data on a rolling basis.


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  • Richard Ferrans @ Matter Chicago 4/28/2015

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