3 quality measures that most influence overall HCAHPS scores

The percentage of HCAHPS survey respondents who assign their hospitals top scores steadily increased from 2013 to 2017, according to a new report from Boston-based patient experience solutions provider Press Ganey.

For the report, Press Ganey researchers analyzed HCAHPS overall ratings scores for surveys conducted within the last five years. They classified top scores as a rating of 9 or 10 on a 10-point scale. Researchers then assessed the correlation between top overall scores and individual survey items from both the HCAHPS and Press Ganey surveys conducted in 2015 and 2016. These individual survey items assessed elements of the patient experience like nurse communication, bathroom cleanliness and staff communication regarding medication.

Here are four key report findings.

1. The percentage of HCAHPS survey respondents issuing top ratings to hospitals increased from 70.3 percent in 2013 to 73.3 percent in 2017.

2. From 2015 to 2016, providers improved on nearly every individual HCAHPS measure.

3. Measures that most influenced overall HCAHPS scores included CMS' patient perception of nurse courtesy assessment, the Press Ganey assessment of whether the staff collaborated well and the Press Ganey measure assessing nurse friendliness.

4. Among the hospitals that displayed improvement in these top three drivers from 2015 to 2016, 86 percent experienced a rise in their overall HCAHPS rating.  

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