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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 Julie Frankl at or (701) 777-6781 for the access code and links to the webinar series offered below.

Everyone's a Caregiver Mastery Frontline Series - HCAHPS Skills for Everyone™ and HCAHPS Nursing Skills™

These programs are free to North Dakota CAHs, in association with the Illinois Critical Access Hospital Network. The content of these programs is designed to educate, engage, and empower everyone to provide a world class, compassionate patient experience in just one hour a month for 11 months.

These webinars are scheduled on a Thursday each month at 12:00 pm Central and go through December 2019.

If you miss a scheduled webinar, you can access the videos for two full weeks following the premier of that webinar.

View the schedule and information for the webinar series:

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