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Heed these measures to see your HCAHPS scores rise

Quality Improvement Monitor, June 22, 2007

Quality improvement directors who want to make sure that their hospitals get glowing reviews when patient satisfaction surveys are unveiled to the public early next year should make paying attention to patients' personal needs a top priority.

So says a new report by South Bend, IN-based Press Ganey Associates titled Hospital Pulse Report: Perspectives on American Health Care. The study examines the experiences of more than 2.3 million patients treated at more than 1,700 acute care hospitals in 2006.

It also looks at patients' top priorities and what areas will drive up scores on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Press Ganey, the leading vendor of healthcare performance measurement and improvement, details in the report the top five areas most closely tied to HCAHPS ratings. They are

  • Attentiveness to personal needs
  • Responsiveness to concerns/complaints
  • Level of courtesy/respect with which the nurses treat patients
  • Care with which doctors listen to patients
  • Extent of efforts by staff members to help with pain

    "People are starting to get ready for public reporting of HCAHPS," says Matt Mulherin, director of corporate communications for Press Ganey. "So if your number one goal is to look as good as possible on the HCAHPS measures, then this is the order of things that you want to focus on."

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