CAHPS Surveys

Using Patient Experience Surveys to Assess Longitudinal Care Journey

September 18, 2023 - Patient experience surveys have been transformative in capturing patient sentiment and guiding quality improvement initiatives, but at Community Health Network, the traditional CAHPS survey still falls short in improving the patient journey of care. To be sure, CAHPS surveys (Consumer Assessment of Healthcare Systems and Providers surveys) are essential. CAHPS surveys help inform some...


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HCAHPS, Patient Experience Scores Tank During COVID-19 Due to Staffing

by Sara Heath

A new RAND Corporation analysis of nearly 4 million HCAHPS surveys showed that hospital patient experience tanked during the COVID-19 pandemic, researchers wrote in JAMA Health Forum. Compared to...

How to Improve Communication About Wait Times, Patient Satisfaction

by Sara Heath

A role like a Walmart greeter might be coming to healthcare, with new data published in the Annals of Family Medicine showing that having an employee physically present in the clinic waiting room can...

What Are HCAHPS Scores, Why Are They Important to Patient Satisfaction?

by Sara Heath

Healthcare is fully embracing the concept of consumerism, and with that comes the need for consumer and patient satisfaction—and reliable ways to measure that experience. Enter HCAHPS, or the Hospital Consumer Assessment of...

Assessing the Market for Patient Experience Surveying

by Sara Heath

Press Ganey is still a leading vendor for CAHPS and patient experience surveying, according to a new KLAS Segment Insights Report. But as the healthcare industry begins to embrace real-time patient...

COVID-19 Caused Downswing in Patient Experience, HCAHPS Scores

by Sarai Rodriguez

According to a Press Ganey report, patient experience and perception of their care has decreased nationally since the start of the pandemic. Prior to the pandemic, patient experience trends remained...

Top Clinical Quality Measures Impacted by Patient Engagement

by Sara Heath

To understand the role of patient engagement in value-based care success, it is essential for healthcare leaders to understand the role patient engagement plays in clinical quality measures. Clinical quality measures are tools used to...

Using Patient Satisfaction Surveys for Practice Improvement

by Sara Heath

For Sutter Independent Physicians (SIP), patient satisfaction surveying was a fragmented process. According to the independent physician association (IPA), giving practices actionable insights about...

Ambulatory Service Centers Earn Highest Patient Satisfaction Rates

by Jill McKeon

Ambulatory service centers (ASCs) received higher reported patient satisfaction scores compared to hospital outpatient departments (HOPDs) and hospitals providing pediatric care, according to The...

How Healthcare Payers Measure Patient Experience, Use CAHPS Surveys

by Sara Heath

Just as hospitals and clinics place high priority on understanding the patient experience of care, as do healthcare payers looking to offer high-quality and satisfactory plans to beneficiaries. While...

What Is Non-Response Bias in Patient Satisfaction, CAHPS Surveys?

by Sara Heath

Patient satisfaction surveys and CAHPS scores are essential metrics that healthcare organizations use to understand their patients’ experiences of care and their next practice improvement moves....

What Are the Top Patient Engagement Measures in Value-Based Care?

by Sara Heath

With more providers turning to patient engagement to drive success in their value-based care models, they are working to tie those initiatives to actionable results. To meet that need, providers are...

What is Different Between Patient Experience, Satisfaction?

by Sara Heath

Patient experience and patient satisfaction are healthcare terms that are too often used interchangeably. Although they appear to be synonymous – a patient’s hospital experience should be...

How Hospitals Can Raise Patient Satisfaction, CAHPS Scores

by Sara Heath

Healthcare organizations with high patient satisfaction and CAHPS scores see a multitude of benefits. High patient satisfaction scores usually result in higher reimbursement payments from CMS, better patient retention rates, and the...

Do Patient Satisfaction Scores Truly Portray Quality Care?

by Sara Heath

Although touted as important indicators of quality patient care, patient satisfaction measures aren’t an accurate portrayal of positive outcomes and effective treatment, say Justin B. Cohen, MD,...