2025 HCAHPS Training Registration is Now Closed (4/22/2025)
Registration for 2025 HCAHPS Introduction and Update Training was open from April 1, 2025 through April 22, 2025 and is now closed.
FY 2026 IPPS Proposed Rule Now on Display (04/14/2025)
The FY 2026 IPPS Proposed Rule is on display. The proposed rule is scheduled to be published on April 30, 2025.
A PDF version is available at the following URL: https://public-inspection.federalregister.gov/2025-06271.pdf
HCAHPS XML File Specifications V4.7 Have Been Posted (12/30/2024)
The HCAHPS XML File Specifications Version 4.7 have been added to the HCAHPS Website Technical Specifications page. The HCAHPS Technical File Specifications V4.7 are to be used starting with January 1, 2025 patient discharges.
The HCAHPS Frequently Asked Questions Document Has Been Revised (12/20/2024)
The HCAHPS Frequently Asked Questions document has been revised and is posted to the Facts and FAQs page. The update includes information pertaining to HCAHPS Survey Content and Administration, HCAHPS Measures, HCAHPS Public Reporting on Care Compare, HCAHPS Star Ratings, and HCAHPS and Hospital Value-Based Purchasing.
New! HCAHPS Podcast Now Available - HCAHPS Program Updates: Changes to Survey Content and Survey Protocol (12/19/2024)
Please click here to view HCAHPS Program Updates: Changes to the Survey Content and Survey Protocol podcast on the Podcasts Page.
Summary of Key Changes to Content of Updated HCAHPS Survey (12/17/2024)
- Updated HCAHPS Survey Includes 32 Questions (or items):
- 8 new questions added to survey
- 5 questions removed from survey
- 3 new measures of patient experience
- Care Coordination (3 questions)
- Restfulness of Hospital Environment (3 questions)
- Information about Symptoms (1 question)
- 1 measure removed
- Care Transition (3 questions)
- Responsiveness of Hospital Staff measure altered
- "Help right away" question added to survey
- "Call button" question removed from survey
- Changes to "About You" section:
- "Hospital stay planned in advance" question added to survey
- "Emergency room admission" question removed from survey
- The order of several "About You" questions has been changed
Summary of Key Changes to Administration of Updated HCAHPS Survey (12/17/2024)
- 3 new modes of survey administration available:
- Web-Mail: E-mail survey with mail follow-up of non-respondents
- Web-Phone: E-mail survey with telephone follow-up of non-respondents
- Web-Mail-Phone: E-mail survey with mail and telephone follow-up of non-respondents
- Mail Only, Phone Only, and Mail-Phone (Mixed) modes remain available
- The Interactive Voice Response (IVR) mode is discontinued
- Official Spanish translation must be administered to all Spanish-preferring patients
- Applies to all modes of survey administration
- Maximum of 12 supplemental items may be added to the survey
- Formerly unrestricted
- Proxy respondents not prohibited from answering survey for patient
- Formerly prohibited
Updates to HCAHPS Public Reporting on Care Compare (12/17/2024)
Because four quarters of data are required for public reporting, there will be changes to the roster of HCAHPS measures on Care Compare between October 2025 and October 2026. Please see the Technical Specifications page for a summary of these changes.
HCAHPS Survey Changes and Hospital Value-Based Purchasing (12/17/2024)
Changes to the HCAHPS Survey coupled with the requirements of the Hospital VBP program will result in several sequential changes to the HCAHPS dimensions. Please see the HCAHPS and Hospital VBP page for a summary of these changes.
HCAHPS Minimum Business Requirements to Administer the HCAHPS Survey (12/11/2024)
The Minimum Business Requirements for HCAHPS are now available on the HCAHPS Minimum Business Requirements page of the HCAHPS Website. Organizations must meet all of the HCAHPS Minimum Business Requirements in order to administer the HCAHPS Survey:
- Survey vendors and subcontractor(s) if applicable, must meet all of the Survey Vendor Minimum Business Requirementss
- Subcontractor(s) and other organization(s) performing major HCAHPS Survey Administration functions (e.g., mail/phone/web operations, XML file preparation) must meet all HCAHPS Minimum Business Requirements that pertain to that role
- Hospitals that self-administer the HCAHPS Survey must meet all of the Self-administering Hospital Minimum Business Requirements
Applicants must demonstrate their recent survey experience and provide documentation of meeting survey experience requirements. When reviewing Participation Forms, CMS will consider any prior experience and past performance the applicant organization and/or subcontractor(s) may have with administering CMS surveys or other patient experience surveys.
The HCAHPS Fact Sheet Has Been Revised (12/09/2024)
The HCAHPS Fact Sheet has been revised and is posted to the Facts and FAQs page. The update includes information pertaining to HCAHPS Survey Content and Administration, HCAHPS Measures, HCAHPS Public Reporting on Care Compare, HCAHPS Star Ratings, HCAHPS and Hospital Value-Based Purchasing, and a Review and Revision of HCAHPS.
HCAHPS Response Rate by Survey Mode Table Added to the Summary Analyses Page (12/06/2024)
The HCAHPS Response Rate by Survey Mode Table has been added to the Summary Analyses page.
This table displays the response rate of hospitals that used the Mail Only, Telephone Only, or Mixed Mode (mail followed by telephone contact for non-respondents) in a recent four-quarter roll-up. Mode-specific response rates are shown at the 25th, 50th, 75th, and 90th percentiles. These percentiles allow a hospital to compare its own response rate, which can be found on the Care Compare Website (https://www.medicare.gov/care-compare/?providerType=Hospital) under “Patient Survey Rating,” to other hospitals that employ the same mode.
Hospitals whose response rate falls below the 50th percentile should consider taking steps to improve (see podcast: https://hcahpsonline.org/en/podcasts/#improve). We encourage all hospitals to examine how well their survey mode resonates with the patient population they serve (see podcast: https://hcahpsonline.org/en/podcasts/#ImprovingRepresentativeness).
HCAHPS Quality Assurance Guidelines V19.0 Survey Instruments Have Been Updated to Include the OMB Expiration Date (12/03/24)
OMB approval has been received for the Updated HCAHPS Survey instruments. The OMB expiration date of November 30, 2027 must be used on all HCAHPS mail and web survey materials for patients discharged on January 1, 2025 and forward. The updated OMB expiration date and translations are available for use immediately, but must be implemented by January 1, 2025. For HCAHPS mail survey administration, the OMB expiration date must appear in the OMB Paperwork Reduction Act language and on the front page of the questionnaire. For HCAHPS web survey administration, the OMB expiration date must appear in the OMB Paperwork Reduction Act language.
The HCAHPS Survey instruments (for mail and web) have been updated to include the OMB expiration date and are available on the Survey Instruments page.
HCAHPS FINAL Quality Assurance Guidelines V19.0 (HCAHPS FINAL QAG V19.0) Now Available (10/31/24)
The HCAHPS Project Team is pleased to announce the release of the HCAHPS FINAL Quality Assurance Guidelines V19.0 (HCAHPS FINAL QAG V19.0). This manual has been revised from the DRAFT HCAHPS Quality Assurance Guidelines V19.0 and includes additional updates and enhancements that provide a comprehensive resource for survey vendors and hospitals participating in the HCAHPS initiative. This updated version is now available online to view or download on the Quality Assurance page. Please use the HCAHPS FINAL QAG V19.0 for January 1, 2025 patient discharges and forward.
HCAHPS FINAL Quality Assurance Guidelines V19.0 Summary of Changes Now Available (10/31/24)
The HCAHPS Quality Assurance Guidelines V19.0 Summary of Changes is a reference tool that highlights the major changes from the HCAHPS DRAFT Quality Assurance Guidelines V19.0 to the HCAHPS FINAL Quality Assurance Guidelines V19.0. The reference tool is available on the Quality Assurance page.
V.42 MS-DRG Codes Effective October 1, 2024 (10/09/2024)
CMS has adopted V.42 MS-DRG Codes effective October 1, 2024. Please click here for the Table of V.42 MS-DRG Codes and HCAHPS Service Line Categories.
CMS to Update HCAHPS Survey Mode Adjustments Beginning with Patients Discharged in January 2025* (05/08/2024)
In 2021, CMS conducted a large-scale, randomized HCAHPS mode experiment. The experiment allowed calculation of survey mode adjustments applicable to all modes, both the legacy modes (Mail Only, Phone Only, and Mixed Mode) and the new Web-First modes (Web-Mail, Web-Phone, and Web-Mail-Phone).
The new Web-First adjustments will be applied when the new Web-First modes are launched in January 2025. Patients discharged in January 2025 will receive the updated HCAHPS Survey. To view HCAHPS Survey mode adjustments beginning with January 2025 discharges, please click here to access the 2021 Mode Experiment on the Patient-Mix Adjustment page.
*Pending final approval of the proposed HCAHPS Survey changes included in the FY 2025 proposed Hospital Inpatient Prospective Payment Systems for Acute Care Hospitals Rule (CMS-1808-P)
OMB Expiration Date Now Available for the Current HCAHPS Survey Instruments (05/02/2024)
The HCAHPS Survey OMB expiration date of September 30, 2024 has been extended to January 31, 2025. This can be found on the front page of the questionnaire in the OMB control number (OMB #0938-0981) text box and in the OMB Paperwork Reduction Act Language.
You may notice a number on the survey. This number is used to let us know if you returned your survey so we don't have to send you reminders. Please note: Questions 1-29 in this survey are part of a national initiative to measure the quality of care in hospitals. OMB #0938-0981 (Expires January 31, 2025)
For HCAHPS Survey administration, the OMB Paperwork Reduction Act language must appear in the mailing, either on the front or back of the questionnaire (preferred) or cover letter.
The HCAHPS Survey extended OMB expiration date and translations are available for use immediately, but must be implemented by September 2024.
Please note: The HCAHPS Project Team is not requiring re-submission of current HCAHPS Survey materials, unless otherwise requested.
Please see the translations for the extended OMB expiration date, as shown below:
|
Language |
OMB DATE |
|
English |
OMB #0938-0981 (Expires January 31, 2025) |
|
Spanish |
OMB #0938-0981 (Fecha de vencimiento: 31 de enero de 2025) |
|
Chinese |
OMB #0938-0981 (到期日2025年1月31日) |
|
Russian |
OMB №0938-0981 (срок истекает 31 января 2025 г.) |
|
Vietnamese |
OMB #0938-0981 (Hết hạn ngày 31 tháng 1 năm 2025) |
|
Portuguese |
OMB #0938-0981 (Vence a 31 de janeiro de 2025) |
|
German |
OMB #0938-0981 (Frist: 31. Januar 2025) |
|
Tagalog |
OMB #0938-0981 (Mag-e-expire sa ika-31 ng Enero, 2025) |
|
Arabic |
رقم ضبط مكتب الإدارة والميزانية 0938-0981 (تنتهي صلاحيته في 31 يناير 2025) |
Updated HCAHPS Survey Page Now Available (04/11/2024)
Please click here to view the Updated HCAHPS Survey Page. The page provides several documents about the Updated HCAHPS Survey, which will be administered beginning with patients discharged on January 1, 2025 and forward.
Update on Progress of the 2021 HCAHPS Mode Experiment Has Been Posted (07/14/2022)
Information on the 2021 HCAHPS Mode Experiment was presented during the 2022 HCAHPS Update Trainiing. Please click here to view the Update on Progress of the 2021 HCAHPS Mode Experiment document.
Update: HCAHPS 2021 Mode Experiment (06/21/2021)
The 2021 CMS HCAHPS mode experiment includes a test of new survey modes as well as new and revised survey items. CMS and its HCAHPS Project Team are testing an expanded HCAHPS Survey instrument using six different survey administration protocols: 3 standard modes (Mail Only, Telephone Only, and Mixed Mode (mail followed by telephone), and three new mixed mode protocols that begin with a web-based survey followed by a standard mode: Web-Mail, Web-Telephone, and Web-Mail-Telephone.
In addition to testing web-based survey administration, the mode experiment also tests new and revised survey content. The mode experiment survey contains 43 items. The core of the survey includes 26 items that generally duplicate the current HCAHPS Survey, though with one deletion and some minor revisions to item wording and sequence. This core is followed by 17 test items that include new patient experience topics, new items on existing topics, and proxy help items. A copy of the survey is available for informational purposes.
Please note: The HCAHPS mode experiment survey instrument is for testing purposes only. It is not intended to represent the future survey and is not approved for use.
The 2021 HCAHPS mode experiment is being conducted on a random sample of HCAHPS-eligible patients discharged from April through September 2021 from more than 40 hospitals. The hospitals were randomly selected and are broadly representative of all hospitals participating in HCAHPS. Within each hospital, sampled patients are randomly assigned to the six survey administration protocols. Patients assigned to the three web-based administration protocols receive invitations to the web survey via email. The mode experiment will assess different data collection windows for the web-based survey: 6, 8, and 10 days. The mode experiment will allow up to 49 days for initial contact of patients, and 49 days for completion of the survey after the initial contact. The table below provides an overview of the schedule of contacts for the mode experiment.
Schedule of HCAHPS Mode Experiment Contact Attempts
|
Day |
Standard Mail Only |
Standard Phone Only |
Standard Mixed Mode |
Web-Mail |
Web-Phone |
Web-Mail- Phone |
|
1 |
Mail out first survey |
Phone calls begin |
Mail out survey |
Email first survey invitation |
Email first survey invitation |
Email first survey invitation |
|
2 |
|
|
|
|
|
|
|
3 |
|
|
|
Email second survey invitation |
|
|
|
4 |
|
|
|
|
Email second survey invitation |
Email second survey invitation |
|
5 |
|
|
|
|
|
|
|
6 |
|
|
|
Email third survey invitation |
|
Mail out survey |
|
7 |
|
|
|
|
Email third survey invitation |
|
|
8 |
|
|
|
Mail out first survey |
|
|
|
9 |
|
|
|
|
|
|
|
10 |
|
|
|
|
Phone calls begin
|
|
|
21 |
Mail out second survey |
|
|
|
|
|
|
28 |
|
|
Phone calls begin
|
|
|
Phone calls begin |
|
30 |
|
|
|
Mail out second survey |
|
|
|
49 |
End data collection
|
End data collection |
End data collection |
End data collection |
End data collection |
End data collection |
The additional email invitations and the secondary modes are enacted only for patients who do not respond to the initial contact. Patients randomly assigned to a web-based mode who lack a valid email address receive their first contact when the secondary mode begins.
After the completion of mode experiment data collection in late 2021, CMS will analyze the data and use the results to inform decisions about HCAHPS modes of survey administration, survey content, proxies, schedule and timing of contacts, and length of survey administration. Any changes to current HCAHPS Survey content or administration procedures will be proposed through the CMS rulemaking process.
Care Compare Web Site Now Available (09/03/2020)
CMS Care Compare Empowers Patients when Making Important Health Care Decisions
The Centers for Medicare & Medicaid Services (CMS) launched Care Compare, which contains HCAHPS survey results and many other measures, and is a streamlined redesign of eight existing CMS healthcare compare tools available on Medicare.gov.
Full Press Release can be found here: https://www.cms.gov/newsroom/press-releases/cms-care-compare-empowers-patients-when-making-important-health-care-decisions
Direct links to the tools & additional resources
Care Compare on Medicare.gov - https://www.medicare.gov/care-compare/
Care Compare resources for consumers and partners – Medicare blog, Promotional video, Conference card
Provider Data Catalog on CMS.gov - https://data.cms.gov/provider-data/
Provider Data Catalog and Medicare Care Compare
Webinar Recordings Now Available
Go to the “Videos” Section on the CMS National Training Program page here. Direct links below:
Provider Data Catalog (PDC) Webinar (Recorded August 10, 2020)
eMedicare: Improving Compare Tools (Recorded August 24, 2020)
Extraordinary Circumstances Extension (ECE) (01/30/2024)
For recent Extraordinary Circumstances Extensions (ECE) the key HCAHPS content is displayed below. To review the entire Quality Reporting Notifications please click below:
- Mississippi Storms (Q4 2022) please click here
- Hurricane Ian (Q2 2022) please click here
- Hurricane Ida (Q2-Q3 2021) please click here
- Texas Winter Storms (Q1 2021) please click here
- Hurricane Laura (Q3 2020) please click here
- California and Oregon Wildfires (Q3 2020) please click here
- Hurricane Dorian (Q3 2019) please click here
- Tropical Storm Barry (Q3 2019) please click here
- California Wildfires (Q3 2018) please click here
- Hurricane Michael (Q3 2018) please click here
- Hurricane Florence (Q2-Q3 2018) please click here
- California Wildfires (Q3-Q4 2017) please click here
- Hurricane Nate (Q2-Q3 2017) please click here
- Hurricane Irma (Q2-Q3 2017) please click here
- Hurricane Harvey (Q2-Q3 2017) please click here
The National Support Team for the Hospital IQR Program is available to answer questions or supply any additional information you may need. Please contact the team at InpatientSupport@viqrc1.hcqis.org or call toll-free at (844) 472-4477.
This page was last modified on (04/22/25)