Modernizing the HCAHPS Survey

American Hospital Association
By Claudia A. Salzberg, PhD, Charles N. Kahn III, Nancy E. Foster, Akinluwa A. Demehin, MPH, Maryellen E. Guinan, JD, Phoebe Ramsey, JD, Gayle Lee, JD, Caitlin E. Gillooley, and Kathleen A. Curran
July 2019

The patient’s health care experience is considered one indicator of quality of care. Patient experiences with care received at hospitals have been captured and publicly reported at a national level since 2008 via the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey consists of 32 questions focused mainly on patients’ experiences with the care they received during admission.

We interviewed hospital and health system patient experience leaders (PELs) to gather their insights into the effectiveness of the HCAHPS survey in capturing patient experience. This article will examine whether the current HCAHPS survey needs updating following the many changes and advancements that have happened in health care over the last 10 years since it was first implemented.