Measuring the patient experience: Lessons from other industries

Abstract

Most health systems currently use a survey developed by the Centers for Medicare and Medicaid Services (CMS)—the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)—to gauge how inpatients perceive their hospital stay as their basis for understanding patient satisfaction. While HCAHPS does provide important insights into the patient experience, it does not assess all of the important aspects of that experience. Furthermore, it was not designed to provide the level of detail needed for hospitals to link patient satisfaction with business performance.

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