Health Research & Educational Trust. (2012). Health Care Leader Action Guide to Effectively Using HC AHPS. Chicago, IL. Retrieved from http://www.hpoe.org/resources-and-tools/87000041.

“Recent research has demonstrated that an exceptional patient experience correlates with improved clinical quality, reduced readmissions and improved mortality. HCAHPS is a tool that can be used to help organizations improve the patient experience, and may have a related effect on clinical quality. With the implementation of value-based purchasing beginning with October 1, 2012 discharges, HCAHPS performance will also have an impact on financial goals.

This guide describes how HCAHPS data should be used in context with other information about organizational performance. It highlights cultural elements necessary to build a firm foundation for HCAHPS success. Once these foundational elements have been considered, the guide outlines a 5-step approach to using HCAHPS effectively to improve the patient experience, quality and safety:

1. Understand HCAHPS data
2. Set improvement priorities
3. Identify and implement targeted interventions
4. Engage the team
5. Measure and monitor success

The appendix includes links to white papers and case studies that can help health care leaders better understand the HCAHPS survey and identify and successfully implement strategies for improvement.”