Beyond the New HCAHPS Questions

The HCAHPS survey data collection period will be extended from 42 to 49 days to allow for more complete participation. 

Susan Edgman-Levitan P.A., Executive Director of the John D. Stoeckel Center for Primary Care Innovation at Massachusetts General Hospital and principal investigator for the AHRQ’s CAHPS study, discussed the HCAHPS changes on Becker’s Healthcare Podcast.

“We want to do everything possible to get the best response rates we can, and make sure that we're hearing from all patients,” Edgman-Levitan said. “Especially patients that might be underrepresented in survey research.” 

According to Edgman-Levitan, responses tend to be biased towards those who have the best experiences. That bias declines with an extended collection period. 

“The longer the surveys are in the field, the more accurate data we get because the people that had the most negative experiences tend to respond at the very end,” she said. 

The research team also predicts better representation of other groups that are traditionally underrepresented in surveys — including racial minority groups and seniors over age 75. 

The takeaway: Hospitals may see scores decrease as more patients with negative experiences report. Use the data to address the root causes of patient dissatisfaction, paying special attention to underrepresented groups. This can help improve your HCAHPS scores as well as patient engagement in their healthcare.

Previously, hospitals were allowed to add any number of questions to the survey. Now, they will be limited to 12 supplemental questions.  

This change is intended to keep the survey data relevant by focusing the questions on the most critical topics affecting the patient experience. Shortening the survey should also increase response rates. 

“In some instances, people add many, many more items to HCAHPS and that definitely has affected the quality of the data, the response rates, and also the populations that we're hearing from,” Edgman-Levitan said. 

The takeaway: Better questions (and response rates) mean a better picture of the true patient experience. Prioritize your supplemental questions to those that give you the best insights into your hospital’s patient experience and engagement, then respond quickly to the feedback. 

Caregivers’ voices matter, too. While patients are still encouraged to respond if they can, the new rule allows another person, like a caregiver, to complete the survey. According to the 2024 CMS final rule, the new HCAHPS supports the National Quality Strategy goal to “bring patient voices to the forefront by incorporating feedback from patients and caregivers.” 

The takeaway: It is more important than ever to consider those close to the patient when teaching and providing care. A caregiver’s experience during a loved one’s hospitalization may influence their responses. 

How we can help you: Patient Guide Solutions offers Care for Caregivers as part of our Patient Resource Library. This resource can be included in your custom Patient Guide to help your patients’ caregivers take care of themselves while also caring for the patient.