HCAHPS performance continues to be a widely-accepted standard for patient experience, but what happens when only the most polarized respondents complete the survey? PRC’s thoughtful research brings you the highest response rates in the industry, hearing the elusive voice of the silently satisfied and giving you an accurate, representative sample of your patient population.
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). Our research, as published by The Beryl Institute, concludes, “...for every in 1 point increase in response rate a hospital achieves, the hospital could expect to see an increase of .501 in their Overall Rating score.” This correlation implies that increasing response rates can improve HCAHPS dimension scores, offering millions in value-based purchasing savings.
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. 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 ensures 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?
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. Our HCAHPS surveys harvest 50-75% more respondents than anyone in the market, offering more data for your hospital. If you’re ready to hear from more patients, reach out to the people you serve and 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 7 of them among the top 10."
Dr. Joe Inguanzo
President & CEO, PRC
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