What is the HCAHPS survey?
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was created by the Centers for Medicare & Medicaid Services (CMS) to measure the patient experience. The survey asks patients to rate their overall hospital experience and their willingness to recommend University of Missouri Health Care to other patients. It also asks two or more questions in each of these categories:
- Communication with doctors
- Communication with nurses
- Responsiveness of hospital staff
- Cleanliness and quietness of the hospital environment
- Pain management
- Communication about medicines
- Discharge information
How are we doing?
Since we implemented the HCAHPS survey in 2006, we have seen a seen a steady improvement in our scores. As of summer 2010 -- the most recent time period for which scores are available -- some of our scores are above national averages, some are similar to national averages and some are below national averages.
What are we doing to improve?
We are improving satisfaction through numerous efforts, such as our patient- and family-centered care program. Our At Your Service hospitality program provides a hospitality hotline number for patients and families. We have greeters and escorts to help patients navigate our hospitals. Our nurses check on patients regularly. In addition, we provide organizationwide patient satisfaction training for all staff, room service for patients and valet parking for patients and visitors. We are making it a priority to build more private rooms, offer quicker room repairs and take quicker action to fix housekeeping issues in patient rooms.
Read more about how we are improving our patient satisfaction.
Why is the data on this website from several months ago?
The federal government's Centers for Medicare & Medicaid Services (CMS) collects information about University of Missouri Health Care and other hospitals throughout the country from its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient satisfaction survey.
The government releases the information on its Hospital Compare website (http://www.hospitalcompare.hhs.gov/); however, it takes some time for CMS staff to gather and study the information, so the information is several months old. For example, in May 2011, the most recent publicly available information was for the yearlong period between October 2009 to September 2010.
More patient- and family-centered care measurements
Back to Patient- and Family-centered Care