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
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.
Custom Learning Systems' mission is to create a world-class
patient experience, staff engagement, and physician satisfaction. Here are some webinars that offer valuable
training at no cost to our partners. This free webinar series shares great information and tools for your
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.