HCAHPS survey: how patient satisfaction is impacting the healthcare industry


All facilities want their patients to feel as if they’ve been well taken care of by their doctors and support staff. Patient satisfaction is good for an organization’s reputation, morale and bottom line. But now that they impact revenue, HCAHPS scores have made patient satisfaction even more important in the healthcare industry.

As you know, HCAHPS stands for Hospital Consumer Assessment of Healthcare Providers and Systems, a survey of 32 questions developed by the Centers of Medicare & Medicaid Services (CMS). Since the Affordable Care Act went into effect, CMS links HCAHPS to the levels at which hospitals will be reimbursed for the patients under is purview.

This is a strategic shift from earlier models, and how this development affects nutrition departments is not always clear. For one, not a single question on HCAHPS asks about patients’ opinion about food and foodservice. Nonetheless, self-operated foodservice teams can play a unique role in raising HCAHPS scores. Even for nutrition departments that feel HCAHPS just applies indirectly to them, the index new prominence has sharpened the importance of patient satisfaction. Hospitality and satisfaction are more aligned that ever before – and on paper, not just in theory.

Click here for the full article – source: Association for Healthcare Foodservices