Patient satisfaction ratings, represented by HCAHPS scores, have a direct impact on the reimbursement dollars that a hospital receives from the federal government. Combined with the clinical process of care measures -- both of which comprise the federal government's Value-Based Purchasing Program, these two elements can mean the loss or gain of real dollars for your facility.
The image and link below showcase a sample HCAHPS survey, along with supplemental materials, such as correspondence. The information comes courtesy of the Centers for Medicare and Medicaid Services.[Ed. Note: Don't miss the training series on value-based purchasing, including Part 1: Improving HCAHPS: Satisfying Patients - and Your Bottom Line; and Part 2: Boosting Quality Process Measures: Steps To Success for Your Hospital.]Link to the full PDF:http://www.hcahpsonline.org/Files/1HCAHPS%20V7%200%20Appendix%20A%20-%20HCAHPS%20STANDARD%20Mail%20Survey%20Materials%20(English)%20March%202012.pdf