HCAHPS performance continues to be a reliable benchmark for patient experience, but what happens when only the most polarized respondents complete the survey? PRC’s thoughtful research brings us the highest response rates in the industry, capturing the elusive voice of the silently satisfied.
Utilizing CMS HCAHPS published data, PRC identified and replicated a correlation between response rates and HCAHPS scores nationwide, first published by the Hospital Quality Institute (HQI). HQI observed, “Each 1-percentage-point increase in a hospital’s HCAHPS response rate is expected to result in a 0.5-percentage-point increase in the mean top-box score.”
Utilizing publicly reported data from Hospital Compare, PRC replicated this analysis and identified a similar positive correlation between HCAHPS scores and response rates for hospitals.
This correlation implies that increasing response rates can result in improved HCAHPS dimension scores, offering millions in value-based purchasing savings, as published through the Beryl Institute and HCAHPS Online.
Response Rate Impact
With increased response rates, hospitals receive valuable feedback from a higher proportion of patients, creating a more representative sample of the total hospital patient population. When a sample group truly represents the total population, increasing response rates would not likely correlate to improved HCAHPS dimension scores. However, the correlation’s existence implies that organizations’ data may not reflect a true representative sample. PRC knows that the key to getting a more representative sample is not administering more surveys, but rather, increasing your response rate to generate more completed surveys.
In any survey, you are most likely to receive feedback from those patients who were either extremely happy or unhappy with their experience. Responses from a larger percentage of patients insures that feedback is also received from those patients in the middle who were satisfied with their experience, but not falling to the extreme on either end of the spectrum. This broader range of patient responses allows for a more balanced representation of the true patient population at your facility.
Is more really more?
There is a common misconception that in order to hear from more patients, you have to send more surveys. While this is certainly an (expensive) option, why not increase the response rate of your original outreach? If you’re ready to hear from more patients, don’t just send more surveys—reach out to the people you serve!
PRC HCAHPS surveys harvest 50-75% more respondents than anyone in the market, offering more completions for your hospital. Expand your handful of responses to the robust HCAHPS dataset you need by partnering with PRC.
"As it relates to HCAHPS response rates and health systems nationally with five or more hospitals, PRC clients do very well, with 10 of them among the top 12."
Dr. Joe Inguanzo
President & CEO, PRC
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