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Service Excellence
HCAHPS (National Survey)
4th Quarter Reporting Period: July through September, 2011
The Hospital Consumer Assessment of Healthcare Providers (HCAHPS) is a national, standardized survey system used by the Centers of Medicare and Medicaid Services (CMS). CMS uses HCAHPS to gather and publically report information about patient experiences in the healthcare setting.
When looking at this graph, you will see Randolph Hospital’s HCAHPS patient satisfaction scores in blue. In addition to seeing what our scores are, you are also able to see how Randolph Hospital compares on average.
- The CMS baseline, or the average score for other hospitals that accept Medicare and Medicaid, is shown in red. As you can see, Randolph Hospital is currently ranked higher than the national CMS average in all surveyed categories.
- Quest Premier is an organization devoted to quality and process improvement. Randolph Hospital is participating with Quest as we continuously work towards our goals in both quality and patient satisfaction. Currently, Quest Premier has set a goal of at least 74% in each of the HCAHPS categories, and this is shown here in green. We have achieved this goal in most of the categories and are working very hard on various improvement measures to increase satisfaction in those categories, which we have not yet achieved at least 74%.
If you want to look further into HCAHPS patient satisfaction information, you may visit the Hospital Compare website at http://www.hospitalcompare.hhs.gov/. Please keep in mind that the information reported to the public on Hospital Compare is older information than what we have been able to provide to you here.
