H-CAHPS survey reflects patient experiences
Starting March 28, data on patient experiences in the hospital was added to the federal government's Hospital Compare Web site. Patients' feedback was drawn from a 27-question survey developed by the Agency for Healthcare Research and Quality (AHRQ), and reflects the issues of greatest concern to patients. Data about patients' experiences in 2,500 hospitals has already been uploaded to the site; by the end of the year, information from most of the nation's hospitals will be available.
When a patient needs to choose a hospital, she can find out how well her local hospital scores on heart attack, pneumonia care or other process and outcomes measures. But until recently, she would not be able to find information about the experiences other patients have had. This incomplete state of hospital quality data is now changing.
Starting March 28, data on patient experiences in the hospital was added to the federal government's Hospital Compare Web site. Patients' feedback was drawn from a 27-question survey developed by the Agency for Healthcare Research and Quality (AHRQ), and reflects the issues of greatest concern to patients. Data about patients' experiences in 2,500 hospitals has already been uploaded to the site; by the end of the year, information from most of the nation's hospitals will be available.
In the H-CAHPS survey, patients answered questions about their hospital care, such as:
Based on patients' feedback published in 2007, it's clear that hospitals and health professionals are doing some things very well. At the same time, they clearly have more work to do. For example, 84% of patients said that doctors always treated them with courtesy and respect. More than three-fourths (77%) said they received that same treatment from nurses.
On the other hand, 20% of respondents reported they never received written information about symptoms or problems to watch for after being discharged. As we know, inadequate discharge planning is not only confusing to patients but can lead to medical errors, adverse events and re-hospitalization.
As a physician and health service researcher, I fully appreciate that a speedy response to a call button or a quiet room at night does not automatically translate to the best quality care. Getting information about post-discharge care is, however, very important to both peace of mind and good outcomes. Research shows that 15% of patients who don't understand instructions when they are being discharged return to the hospital, are re-admitted, or end up in the emergency room within two weeks.
For too long, patients' opinions about their hospital care have been either ignored or examined from a narrow, image-driven perspective. Data from the new H-CAHPS survey provides information that will help patients make more informed decisions and guide providers in their ongoing quality improvement efforts.
Carolyn Clancy, MD, is the director of the U.S. Agency for Healthcare Research and Quality.
Conversations With Perry and Friends
April 14th 2025Perry Cohen, Pharm.D., a longtime member of the Managed Healthcare Executive editorial advisory board, is host of the Conversations with Perry and Friends podcast. His guest this episode is John Baackes, the former CEO of L.A. Care Health Plan.
Listen
Ohio’s Medicaid Work Requirement Efforts Aim to Boost Engagement, Avoid Coverage Loss
April 18th 2025Maureen Corcoran, director of the Ohio Department of Medicaid, believes the work requirement policy can be both a financial and moral effort to improve the lives of Medicaid consumers.
Read More
Breaking Down Health Plans, HSAs, AI With Paul Fronstin of EBRI
November 19th 2024Featured in this latest episode of Tuning In to the C-Suite podcast is Paul Fronstin, director of health benefits research at EBRI, who shed light on the evolving landscape of health benefits with editors of Managed Healthcare Executive.
Listen
Why Better Data and Awareness Matters for Medicaid Work Requirements
April 17th 2025With policymakers considering work requirements for Medicaid eligibility, Jennifer Haley, principal research associate in the Health Policy Division at the Urban Institute, said it’s more important than ever to understand how those changes could unintentionally cause harm, particularly when data systems fall short and public awareness is limited.
Read More
