Quick links: Hospital/Survey Vendor HCAHPS Minimum Survey Requirements to Administer the HCAHPS Survey (Minimum Business Requirements) | HCAHPS Quality Assurance Guidelines V12.0 (QAG V12.0) | HCAHPS Quality Assurance Guidelines V12.0 Change Matrix | Updated HCAHPS Quality Assurance Guidelines V12.0 Technical Corrections and Clarifications | REMINDER: Survey Administration Activities Must Comply with Telephone Consumer Protection Act (TCPA) Regulations | HCAHPS Bulletin
To administer the HCAHPS Survey, organizations must meet all of the HCAHPS Minimum Business Requirements. A hospital self-administering the HCAHPS Survey must meet ALL of the Self-administering Hospital Minimum Survey Requirements, and an independent survey vendor or a hospital administering the HCAHPS Survey for multiple sites must meet ALL of the Survey Vendor Minimum Survey Requirements. In addition, subcontractors or other organization(s) performing major HCAHPS Survey Administration functions (e.g., mail/telephone/IVR operations, XML file preparation) must also meet ALL of the HCAHPS Minimum Survey Requirements which pertain to that role. To view or download a PDF version of the HCAHPS Minimum Business Requirements, please click here.
The HCAHPS Quality Assurance Guidelines V12.0 has been released. This manual has been revised from V11.0 and includes additional updates and enhancements that provide a comprehensive resource for hospitals and survey vendors participating in the HCAHPS initiative. Please use V12.0 going forward.
The HCAHPS Quality Assurance Guidelines V12.0 Change Matrix: Updates and Emphasis is a reference tool that highlights the major changes from the HCAHPS Quality Assurance Guidelines V11.0 to V12.0. Please click here to access the reference tool.
The HCAHPS Project Team has posted an updated document containing information on technical corrections to the HCAHPS Quality Assurance Guidelines V12.0 which was posted in March 2017. To access this document, please click here.
The HCAHPS Project Team would like to remind approved HCAHPS Survey vendors and self-administering hospitals that all survey administration activities must be conducted in accordance with Telephone Consumer Protection Act (TCPA) regulations. Predictive or auto dialers are permitted as long as they are compliant with Federal Trade Commission (FTC) and Federal Communications Commission (FCC) regulations as promulgated under the TCPA. Cell phone numbers in the sample must be identified so that systems with auto dialers do not call cell phone numbers. Survey vendors may identify cell phone numbers through an external database and hospitals may identify cell phone numbers upon patient admission.
HCAHPS Bulletins will be issued when the HCAHPS Project Team believes that clarification or correction is called for in key matters pertaining to data collection or submission. HCAHPS Bulletins may also be issued to announce important changes in survey administration, data submission, etc.
This page was last modified on (11/28/17)