How to Improve HCAHPS Scores
HCAHPS scores reflect how patients felt about their care. They move when behavior changes at the bedside, not when the survey changes.
To improve HCAHPS scores, focus on the behaviors behind the questions: nurses and physicians who listen, explain clearly and treat patients with courtesy and respect; quick response to call lights; clear medication and discharge explanations; and a quiet, clean environment. Support staff so they have the time and energy to deliver those behaviors, round with purpose, recognize great care and share results with every unit.
HCAHPS questions ask patients about communication, responsiveness, the environment and how well they understood their care. Behind every score is a set of everyday behaviors. And behind those behaviors are staff: Press Ganey found hospitals in the top quartile for employee engagement are 4.2 times more likely to achieve top patient experience scores.
For the bigger picture, read What Is Patient Experience?.
What moves HCAHPS scores
- Listening. Patients feel heard, not rushed.
- Clear explanations. Plain language, teach-back.
- Courtesy and respect. Names, introductions, privacy.
- Responsiveness. Call lights and requests answered.
- Medication explanations. What it is for, side effects.
- Discharge clarity. What to do at home.
- Quiet and clean. Especially at night.
Focus on communication
Communication questions carry a lot of weight. Introductions, sitting down, plain language and checking understanding move these scores. See How to Communicate With Patients and How to Improve Nurse Communication Scores.
Round with purpose
Regular, purposeful rounding addresses needs before patients have to ask and reduces call lights. See Purposeful Hourly Rounding.
Support the staff
Burned-out, short-staffed teams struggle to deliver the behaviors patients notice. AMN Healthcare found 58% of nurses feel burned out most days. Protecting staff energy is a patient experience strategy. See How Staff Burnout Affects Patient Experience.
Share results and recognize great care
Share scores and patient comments with every unit, celebrate improvements and recognize the people named in positive comments. What gets recognized gets repeated.
Improving patient experience is the focus of The Power of Small Moments.
HCAHPS scores move when bedside behavior changes. Focus on listening, clear explanations, courtesy, responsiveness, medication and discharge clarity and a quiet environment. Support staff, round with purpose, share results and recognize great care.
Frequently asked questions
How can hospitals improve HCAHPS scores?
What does HCAHPS measure?
Does staff engagement affect HCAHPS?
What is the fastest way to improve patient experience scores?
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