Utah Hospital Consumer Satisfaction Report<
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ABOUT THE SURVEY

Introduction:

HCAHPS was developed by the Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ). The development of HCAHPS used many different scientific techniques, such as focus groups, cognitive testing, pilot tests, consumer testing, and public comment periods to ensure that the survey is appropriate and the information gathered from the data is accurate. Since the creation of HCAHPS, the items in the survey are continuously modified to ensure the survey meets the needs of consumers and hospitals. While the data are gathered voluntarily, Medicare does provide a monetary incentive for hospitals to collect the data.

Data Collection:

The HCAHPS survey contains 27 questions about a patient’s recent hospital visit. The survey contains questions about many different aspects of the patient’s experience, including: nurse and doctor communication; hospital staff; how clean and quiet the room was; pain management; information about medicine; overall rating of the hospital; and would the patient recommend the hospital to others.

The 10 measures in this report include six summary measures, two individual items, and two global ratings. The data included in this report were taken from the Hospital Compare website (www.hospitalcompare.hhs.gov/). The summary measures are constructed from at least two questions on the survey, while the other measures are individual measures. While Hospital Compare releases the data quarterly, the collection period for the quality of care measures is generally 12 months. Please see www.hospitalcompare.hhs.gov for the complete data release/collection schedule.

It is important to keep in mind that the hospitals which gave the survey to their patients differ in important ways. Some hospitals are large (many beds for patients), while others are small (fewer numbers of beds for patients). Some hospitals take care of patients who are very sick, while others care for patients who are less sick. Hospitals may also differ in the way they gave the survey to patients. Therefore, differences between hospitals may represent differences in the way they treated patients, or differences in factors that had nothing to do with patient care.

People Surveyed:

Each year Utah hospitals have submitted data to CMS. The hospitals followed strict guidelines designed specifically for administering the survey. Patients could have taken the survey in one of four ways: mail; telephone; mail with telephone follow-up, or; active interactive voice recognition. Each hospital’s staff had the option of administering the survey themselves or hiring a company that specialized in survey projects.

The survey was administered to a random sample of individuals who had been discharged from the hospital. Patients took the survey between 48 hours and six weeks after being discharged. Medicare offered an incentive to hospitals that gave the survey to their patients. However, the survey was given to all patients, and not just those who are on Medicare.