U.S. Quality Improvement Metrics Incorporate the Patient Experience of Care

As national efforts to improve the quality of hospital care step up, the patient experience is emerging as an important focus. Many U.S. hospitals that admit Medicare patients now are administering the Hospital Consumer Assessment of Healthcare Provider Systems (HCAHPS) survey, which includes 27 questions about patients’ demographic characteristics and experiences in the hospital.

The Hospital Quality Alliance (HQA) is directed by public and private organizations, including the Centers for Medicare and Medicaid Services and the Joint Commission. Of the 4032 hospitals that supply data to the HQA, 60% reported information from the HCAHPS survey about care provided during the period of July 2006 through June 2007.

About two thirds of patients ga…