Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) provides 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.

HCAHPS Data Submission

  • You must opt-in with your vendor to have your HCAHPS data released to CMS for the purposes of MBQIP.
  • Data will only show on MBQIP reports if there is 4 consecutive quarters of data submitted by the vendor.
  • If your hospital has a quarter with zero surveys returned, please send MT Flex a report from the vendor.

HCAHPS Training

Improvement Projects

Improving Care Transitions 2016 MBQIP 2 Outcomes (M2O)

HCAHPS Resources & Education

Webinar: Can You Hear Me Now? [July 31, 2019]     
Interactive webinar that explores how our words and method of delivery impact how our messages are received. Focus on patient’s perceptions (HCAHPS), transitions of care (EDTC) and more. Barb DeBaun, RN, MSN, CIC, from Cynosure Health, is the facilitator.

Study of HCAHPS Best Practices in High Performing CAHs [RQITA, May 2017]

HCAHPS Vendor Directory  In depth information on a wide selection of verified HCAHPS vendors.

Approved Vendor List

HCAHPS Survey Tools (There are 2 surveys – Lower survey is for 4/1 – 9/30/19 discharges.  The top survey is for discharges 10/1/19 and later).