Hospital consumer assessment of healthcare providers and systems (HCAHPS) for measuring patients’ satisfaction: A literature review

Merry Afriliana Sari; Haerawati Idris; Najmah Najmah

doi:10.33024/minh.v7i7.588

Authors

Merry Afriliana Sari Fakultas Kesehatan Masyarakat, Universitas Sriwijaya
Haerawati Idris Fakultas Kesehatan Masyarakat, Universitas Sriwijaya
Najmah Fakultas Kesehatan Masyarakat, Universitas Sriwijaya

DOI:

https://doi.org/10.33024/minh.v7i7.588

Keywords:

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), hospital, Job Satisfaction

Abstract

Background: Hospital managers, healthcare providers, patients, and their families all share the same goal of enhancing the patient experience. Surveys are the predominant method for assessing patient experience and happiness, since they offer a convenient means of gathering the viewpoints of a substantial number of individuals and discerning patterns inside one or multiple establishments. HCAHPS is an acronym that stands for Hospital Consumer Assessment of Healthcare Providers and Systems. Hospitals are becoming more concerned with enhancing patient happiness due to the fact that medicare reimbursement is now partially dependent on patient satisfaction scores. Nevertheless, limited knowledge exists regarding the distinct attributes linked to increased patient satisfaction.

Purpose: To conduct a comprehensive analysis of existing literature on patient satisfaction and determine the factors that predict patient happiness, utilizing data from the HCAHPS survey.

Method: A comprehensive literature review was conducted using the Wiley Online Library, PubMed, and Frontiers databases. Additionally, a literature search was performed using Google Scholar. The authors performed an extensive database search covering the period from 2014 to 2023, which led to the identification of 15 papers that met the inclusion criteria. Out of a total of 95 article titles and abstracts, 15 papers were selected based on the inclusion and exclusion criteria.

Results: After reviewing 15 relevant articles, it was determined that patient satisfaction is affected by every aspect of the service. This is due to the fact that all components form a cohesive and interconnected system.

Conclusion: The key to enhancing patient satisfaction lies in adopting a patient-centered approach that focuses on ensuring patients fully understand and actively engage in their care. Research shows a strong link between higher patient satisfaction and significantly better outcomes.

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