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Due to COVID-19, CRH will continue working remotely until further notice.

MBQIP: Hospital Consumer Assessment of Healthcare Providers and Systems

The intent of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. While many hospitals have collected information on patient satisfaction, prior to HCAHPS there was no national standard for collecting or publicly reporting patients' perspectives of care information that would enable valid comparisons to be made across all hospitals. In order to make "apples to apples" comparisons to support consumer choice, it was necessary to introduce a standard measurement approach: the HCAHPS survey, which is also known as the CAHPS' Hospital Survey, or Hospital CAHPS. HCAHPS is a core set of questions that can be combined with a broader, customized set of hospital-specific items. HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

About the Survey

The HCAHPS survey contains 21 patient perspectives on care and patient rating items that encompass nine key topics: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, quietness of the hospital environment, and transition of care. The survey also includes four screener questions and seven demographic items, which are used for adjusting the mix of patients across hospitals and for analytical purposes. The survey is 32 questions in length.

Webinar Series Offered

Please contact Ashley Folarin at ashley.folarin@und.edu or (701) 777-6781 for more information.

HCAHPS Breakthrough Series™

The HCAHPS Breakthrough Series is free to North Dakota Critical Access Hospitals (CAHs), through sponsorship of the North Dakota CAH Quality Network. This practical leadership education series is designed to achieve breakthrough in sustainable improvements for your HCAHPS patient experience scores.

Register for this webinar series and use the sponsor code: NDCRH14

To learn more, see the HCAHPS Breakthrough Series page.

HCAHPS Breakthrough Series Dates:

  • Cleanliness of Patient Rooms
    June 17 @ Noon Central
  • Communication about Medications
    July 15 @ Noon Central
  • Communications with Doctors
    August 19 @ Noon Central
  • Communication with Nurses
    September 16 @ Noon Central