HCAHPS: 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. 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.
To administer the HCAHPS Survey, organizations must meet all of the HCAHPS Minimum Business Requirements. A hospital self-administering the HCAHPS Survey must meet the Self-administering Hospital Minimum Survey Requirements, and an independent survey vendor or a hospital administering the HCAHPS Survey for multiple sites must meet the Survey Vendor Minimum Survey Requirements. In addition, subcontractors performing major HCAHPS Survey Administration functions (e.g., mail/telephone/IVR operations, XML file preparation) must also meet the HCAHPS Minimum Survey Requirements which pertain to that role.
To view or download a PDF version of the HCAHPS Minimum Business Requirements, please click here.
HCAHPS Training Page
HCAHPS Vendor List & Directory
HCAHPS Vendor Directory (in depth information on a wide selection of verified HCAHPS vendors)
Approved Vendor List
HCAHPS Survey Instruments
HCAHPS Survey Tools