HCAHPS Scores

Published On 09/13/2011
MHMH HCAHPS Report for 2nd Quarter 2014
Within Top 10%        Above National Average        Below National Average
HCAHPS MeasureMethodist HealthcareUniversitySouthNorthGermantownFayetteOlive BranchTop Decile BenchmarkBenchmark Average
Nurse Communication
85.6%

81.3%

88.9%


89.6%


85.5%


100.0%

90.0%

88.0%

81.3%
Physician Communication
85.6%

87.1%

87.3%

82.4%

85.3%

100.0%

90.0%

89.2%

82.4%
Responsiveness of Hospital Staff
72.1%

69.5%

79.4%

74.6%

70.0%

100.0%

84.0%

79.6%

67.8%
Cleanliness of Room / Bathroom
79.5%

76.0%

86.0%

85.9%

76.4%

100.0%

78.6%

86.0%

74.8%
Quietness of Area Around Room at Night
78.5%

78.9%

77.7%

82.4%

76.6%

100.0%

91.4%

79.5%

67.2%
Pain Management
79.4%


74.5%

80.9%

81.5%

81.6%

75.0%


82.1%

80.6%

74.5%
Communication About Medicines
68.6%

68.9%

70.7%

70.4%

67.1%


100.0%

77.6%

75.6%

67.4%
Discharge Information
88.7%

88.0%

91.2%

86.3%

89.3%

100.0%


87.8%

92.3%

87.6%
Overall Rating of Hospital
79.0%

76.4%

77.1%

80.5%

81.3%

100.0%
89.7%

82.1%

71.8%
Patient Advocacy (Likelihood to Recommend)
84.0%

82.4%

82.3%

81.5%

87.1%

100.0
%

89.4%

85.2%

74.7%
Transition of Care 59.7%
60.4%

59.1%

57.1%


60.5%

100.0%

66.8%

60.4% 52.2%

All scores reflect the percentage of top-box responses.
HSTM Client Average = Average among HealthStream Research clients
Top Box 90th Percentile = HealthStream threshold score for the 90th percentile 

What these indicators Mean and Why They’re Important to You

HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) is a national survey that asks patients about their experiences during a recent hospital stay. The HCAHPS survey process is standard across all hospitals in the country, allowing patients to compare hospitals on ten important hospital quality topics.

HCAHPS surveys are administered through a phone interview to a random sample of all adults discharged from a Methodist hospital.  The HCAHPS survey contains 18 experience-related questions that are combined into the 10 categories represented here. The scores represent the percentage of top box (or highest possible score) for each category.

Nurse Communication – How often did nurses:

  1. treat you with courtesy and respect?
  2. listen carefully to you?
  3. explain things in a way you could understand? 

Physician Communication – How often did doctors:

  1. treat you with courtesy and respect?
  2. listen carefully to you?
  3. explain things in a way you could understand?

Responsiveness of Staff - After you pressed the call button, how often did you:

  1. get help as soon as you wanted it?
  2. get help in getting to the bathroom or in using a bedpan as soon as you wanted it?

Discharge Information:

  1. Did doctors, nurses, or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
  2. Did you get information in writing about what symptoms or health problems to look out for after you left the hospital?

Pain Management:

  1. How often was your pain well controlled?
  2. How often did the hospital staff do everything they could to help you with your pain?

Medication Communication - Before giving you any new medicine, how often did hospital staff:

  1. tell you what the medicine was for?
  2. describe possible side effects in a way you could understand?

Cleanliness of Room and Bathroom:

  1.  How often were your room and bathroom kept clean?

Quietness at Night:

  1.  How often was the area around your room quiet at night?

Overall Hospital Rating: (top box = 9s+10s)

  1.  Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital?

Likelihood to Recommend:

  1.  Would you recommend Methodist Hospital to your friends and family?

Transition of Care - Do you agree or disagree that:

  1. during your hospital stay, staff took your preferences into account in deciding what your health care needs would be when you left?
  2. when you left the hospital, you had a good understanding of the things you were responsible for in managing your health?    
  3. when you left the hospital, you clearly understood the purpose for taking each of your medications?

Working to Ensure the Best Patient Care

HCAHPS surveys are administered to our patients by a third-party company.  This company then provides the scores back to us via an online reporting tool.  Unit directors and process improvement teams in each hospital follow their scores regularly and utilize them to improve patient care.