Research Paper on Patient Satisfaction Survey H-CAHPS

Published 27 Feb 2017

Background of the Study

Patient Satisfaction Surveys for hospital institutions had been further pursued to increase the performance competencies of the different healthcare organizations in the society today. As technology advances, the head officers in the federal state had found a more imperative way of motivating hospital institutions in providing service to their patients today. The surveys gathered from the surveys are then posted in the internet to help patients decide on which healthcare institutions are they supposed trust their medical needs with. The question though is the implication of such surveys on the decisions of the patients in reality; are they actually affected by the said survey reports? The four major studies that are to be reviewed herein actually pertain to the response to the said inquiry of survey effectiveness.

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The Administrative System of Hospitals and how they Are Affected By the Surveys

The aspect of healthcare has always been a major concern of the present mainly because of its significance and its obvious values. Its primary concern is for the improvement of the present health condition of the people and the ethical concept of promoting life itself due to which, significant efforts and concerns are always given for the quality of healthcare services. (Fleming, 2004, 16) With this idea, society constantly monitors and evaluates the quality of healthcare services being rendered by institutions regarding its promoting, implementation and improvement. (Fleming, 2004, 17)

Regarding healthcare service, hospital institution is the most common and the easiest way to access healthcare service from professionally trained personnel and individuals. (IMPM, Internet) Because of this concept, society always turns its needs whenever certain individuals seek professional health service to hospital institutions. Thus, closely monitoring the quality of the healthcare service and the administrative process of hospital institution is indeed beneficial for the society themselves. (IMPM, Internet) Through this actions, improvement measures and promotion of quality can be further develop for the advantage of the people thus certain essential tools and measures are developed for improving the quality of services provided by hospital institutions. (Metzger, 2007, 10)

Because of the said relevance and significance of the healthcare quality in the society, certain social groups and institutions have been created for the purpose of monitoring healthcare implementation and the administration of hospital institutions. Among the many created social institutions, the Agency for Healthcare Research and Quality (AHRQ) has been widely known for their support in the research field for the development and improvement of the healthcare services that are being rendered in the hospitals in the presents. In their aim of monitoring the healthcare quality of the said institutions, they have developed certain tools or modules designed to evaluate and monitor the effectiveness and quality of the healthcare services in hospitals thus raising concerns and informations for improvements and further research on the part of the hospital’s administration. (Metzger, 2007, 11) On the other hand, these modules can also be used by the public in evaluating the healthcare service they have received thus they themselves can also raised points and concepts regarding the quality and the systematic process of the hospital’s administration. In addition, this can also be used by the public in their process of creating their own informed decision and future consent.

AHRQ’s primary concern is to raise the quality of healthcare services for the society mainly the ones being rendered by the hospital institutions through evaluating their present administrative system. Thus, they have developed different that measures various aspect of healthcare quality namely prevention quality indicators, inpatient quality indicators, patient safety indicators, and pediatric quality indicators.

Prevention Quality Indicators (PQIs) are mainly modules that can be used with hospital inpatient discharge data in identifying the quality of healthcare for “ambulatory care-sensitive conditions.” This module is primarily about the conditions for early treatment preventing further hospitalization of good outpatient and intervention procedures in preventing further complications of the patient’s health status.

Inpatient Quality Indicators (IQI) are mainly modules that provide perspective on hospital quality using hospital administrative data. This module actually reflects the quality of healthcare service being rendered by the institution inside their hospitals and the domain of their facilities. In addition, this module includes inpatient mortality for certain procedures and medical conditions; utilization of procedures for which there are questions of overuse, underuse, and misuse; and volume of procedures for which there is some evidence that a higher volume of procedures is associated with lower mortality.

Patient Safety Indicators (PSIs) primarily evaluates the health conditions and safety of the patient within the facilities of the hospital institution that includes reports for potential dangers, hospitalization complications, and adverse events following or before certain healthcare operations. This module helps system leaders and administrative division in identifying potential complications thus developing precautionary actions and developments.
Pediatric Quality Indicators are mainly modules for measuring the quality of service for pediatric healthcare basing from the hospital’s inpatient discharge data. This module specifically evaluates possible problems and complications brought about by the exposure of the pediatric patients to the healthcare system of the institution thus creating amenable preventive measures and actions and further improvement concepts on the institution’s pediatric system.

Thus, the quality of healthcare service presently rendered by the hospital institution is significantly important for the promoting of the basic principles of healthcare itself. With this concept, indeed the institution’s healthcare administration should be constantly monitored to determined possible dangers and complications and thus, developing protective measures and safety programs for the development itself of the hospital’s service. Administering the said healthcare evaluating modules is also considerably meticulous and complicated at some point however, the benefits these modules can raise through providing important qualitative information is generally more relevant than previous aspect. Thus, evaluating the quality of the healthcare service being rendered by the hospital’s administration is indeed important as both a precautionary and preventive measures for possible complications and in developing further the present condition of the said institution for more efficient and effective healthcare service.

Yes, through the survey systems results that were annually collected from the different hospital patients; the hospital institutions became more attentive to the ways by which they attend to the needs of their clients. They are rather moved to increase their competitiveness in the process of providing excellent healthcare services to the society. This had been considered to be among the best procedures thought by the federal state to solve some of the issues with regards the lowering rate of work practices in the hospitals today due to profit-aimed missions of the said healthcare institutions.

Are the Patients Affected by the Process?
The development of such survey proceedings were established to help the hospitals gauge their level of service based from the feedbacks that they receive from their patients. There are three major points of consideration that the surveys actually serve. The said considerations include (a) produce comparable data with regards the perspective of patients on the kind of service that they want to receive from hospitals; (b) create incentives for improved quality healthcare services from the hospitals as well as clinics, and health centers that are providing them with medicare services; (c) enhance public accountability in healthcare by increasing transparency of hospital care provisions.

Posting the result of patient surveys have actually increased patient’s trust on the hospital institutions that they are receiving service from and has also opened doors for further improvement on the part of the said healthcare institutions. As for a fact, this particular survey has reported lately that Allegheny General Hospital and the University of Pittsburgh Medical Center’s Presbyterian and Shadyside hospitals have received a 70% satisfaction on the ways by which they were served by nurses and communicated with by the healthcare professionals attending to their needs. Before, July 2007, participating in the survey result reporting among hospitals was voluntary. (RH, Internet) However, for improvement purposes, the federal system of America urged the encouragement of the application of such activity to be observed in a regular basis. This website then points out that through medicare ad campaign, the values of the patients as well as the hospital administrations are rather given special attention thus gaining the best results for both parties. Even before the improvement of online posting proceedings, patient surveys have already been established. However, the said results were kept in secret simply for the benefit of personnel improvement within the said institutions. However, because of the aim of improving healthcare quality service, the said results were placed online as per suggestion by the American Federal government. (RH, Internet) The questionnaires were even subjected for improvement as they were assessed to have the need of including reactions of patients on being handled by the hospital staff during emergency cases. This then measures the readiness of every healthcare institution in carrying their responsibilities even under pressure.
Summary of Review:
From the review noted herein, it could be noted that the surveys had different aims that particularly focuses on the process by which the hospital institutions and other healthcare establishments handle their responsibilities to the society. Likely, they are assessed through the said collected comments from the patients that they have served. Understandably though as noted from the reports, patients may not be affected so much in deciding on which healthcare services and facilities are they going to receive medicare procedures for their better health status, but still the surveys still increase the process by which all healthcare establishments take care of their patients and provide a high-standard level of proficiency in their services.


  • Fleming – AOD, Inc. (September 2004). Inpatient Rehabilitation Facilities Patient Satisfaction System. 1606 20th Street, NW. Washington, DC 20009. (August 2, 2008).
  • Institute of Medicine, Performance Measurement: Accelerating Improvement (Washington, D.C: National Academy Press, 2006). Quality Performance Measurement in Medicaid and SCHIP: Results of a 2006 National Survey of State Officials.
  • Jane Metzger, Jason Fortin, and Erica Drazen. (2007). Evolution Framework Assessing Progress on the Journey to Organizational Excellence.
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