SPH Analytics has the experience and expertise to completely manage your HCAHPS®  Survey administration and submissions. We also go above and beyond standard requirements to deliver advanced guided analytics to identify targeted areas of improvement. As a CMS-approved survey vendor for the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey, we are committed to helping you thrive in the value-based healthcare environment.

Survey Objective

HCAHPS Survey photo

The HCAHPS Survey collects data from hospital patients in a standardized, consistent manner with four objectives:

  • Standardization permits meaningful comparisons across hospitals for public reporting
  • Increased hospital accountability and incentives for quality improvement
  • Pay-for-performance (Hospital VBP) for IPPS hospitals
  • Enhanced public accountability

Results are meant to compare hospitals to other hospitals. CMS does not endorse segmenting results to look at sub-groups, such as floors or wards, within a hospital.

Survey Administration

HCAHPS asks questions to patients age 18 and older who have an inpatient overnight stay for medical, surgical, or maternity care. There are core questions and an “About You” section with individual and global items including:

  • Communication
  • Responsiveness of hospital staff
  • Pain management
  • Hospital environment
  • Discharge information
  • Care transition
  • Rating and recommendation of hospital

SPH Analytics uses mail, phone, and mixed (mail and phone) methodology to administer the HCAHPS Survey.

Advanced Analytics for Targeted Improvement

SPH provides comprehensive reporting of HCAHPS performance with our advanced guided analytics. Analysis is based on Top Box scores, allowing for industry comparisons, as well as Net Promoter ScoreSM, a business measure of customer sentiment that helps identify opportunities for improvement via service recovery. With SPH’s powerful analytics, you can take proactive measures to improve scores, performance, and patient satisfaction.

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).


Partner with a Trusted Leader

SPH Analytics has more than 25 years of experience driving quality program success. We have the experience and expertise clients trust to improve clinical care, enhance patient experience, and reduce costs to meet the Triple Aim.

Helpful Resources on this Topic

Brochure - HCAHPS Survey Solution
Brochure - Patient Experience Survey Solutions
Brochure - Discharge Phone Calls

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