Improving Patient Experience

Welcome to the “Improving Patient Experience” page on the HCAHPS Web site. This page is dedicated to providing helpful information to hospitals and other stakeholders about how to improve the patient experience of care. The documents referenced below are for informational purposes only and do not imply CMS consent or endorsement of the contents therein.

We encourage hospitals and their survey vendors to frequently check our “What’s New” button to find the latest information on HCAHPS.

---

   New! Survey Protocols, Response Rates, and Representation of Underserved Patients: A Randomized Clinical Trial (01/29/2024)

   Please click here to view the article related to the “Survey Protocols, Response Rates, and Representation of Underserved Patients: A Randomized Clinical Trial." 

    (return to top)

---

   National Rural Health Resource Center’s “Study of HCAHPS Best Practices in High Performing CAHs” (05/08/2023)

   Please click here to view the documents related to the “Study of HCAHPS Best Practices in High Performing CAHs."

   (return to top)

---

AHRQ CAHPS Webcasts Now Available (05/10/2021)

Please select from the links below to view AHRQ CAHPS Webcasts regarding improving the patient experience:

• Improving Patient Experience in Large Organizations
• Data Analyses That Support Improvement in Patient Experience
• Improving Patient Experience
• Lessons From HealthCare Organizations on Improving Patient Experience
• Improving Patient Experience: Data Analysis Methods

 

For questions, please contact the CAHPS User Network at cahps1@WESTAT.COM or 1-800-492-9261.

(return to top)

---

Resources

For more information on HCAHPS and other CAHPS Surveys,  we recommend visiting:

• CMS Web site at https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS

• Agency for Healthcare Research and Quality (AHRQ), CAHPS Hospital Survey Web site page at www.ahrq.gov/cahps/surveys-guidance/hospital/index.html

• The AHRQ Web site provides the following information that you may find helpful:

  • CAHPS Podcasts & Videos https://www.ahrq.gov/cahps/news-and-events/podcasts/index.html

  • Research on Improving Patient Experience https://www.ahrq.gov/cahps/quality-improvement/reports-and-case-studies/index.html

  • The CAHPS Ambulatory Care Improvement Guide https://www.ahrq.gov/cahps/quality-improvement/improvement-guide/improvement-guide.html

    (return to top)

This page was last modified on (01/30/24)