Examining the Viability the Hospital Consumer Assessments of Healthcare Providers
Researchers are investigating the validity of a standardized measure of patient perceived
hospital service quality. The research team is comprised of researchers from the
Fogelman College of Business & Economics, Union University and Methodist Health Systems.
In 2008, the Centers for Medicare and Medicaid Services has begun requiring all adult
acute care hospitals across the country to report data based on the Hospital Consumer
Assessments of Healthcare Providers and Systems (HCAHPS) survey to serve as the new
standard for assessing patient perceived quality of services provided by hospitals.
This survey instrument contains scales that are intended measure patients’ evaluations
of the quality of communications with nurses and doctors, responsiveness of the hospital
staff, pain management, discharge information, communication about medicines, and
physical environment (cleanliness and quietness of the hospital environment).
In the future, hospital revenues streams will be contingent upon the results produced
by this standard instrument since the Centers for Medicare and Medicaid intend to
use HCAHPS as the basis for reimbursement rates. While HCAHPS has been widely deployed
in hospitals in the U.S. over the last few years, evidence regarding its validity
is scarce and validation efforts are still within the infancy stage.
The purpose of the study is to examine the validity of the perceived quality measure
in the HCAHPS survey instrument in an effort to generate additional insights about
the scientific and practical viability of HCAHPS. Such validation efforts are necessary
since this instrument produces data that are used for rewards and sanctions in the
hospital sector. Furthermore, the data can be a marketing tool for a hospital provided
that the results are favorable. Justification of using HCAHPS data for such important
purposes must be based on sound scientific evidence about the viability of the measures
The research team comprises Dr. Kevin Westbrook (firstname.lastname@example.org), Associate Professor
of Marketing, Union University, and Cori Grant (email@example.com), Marketing
Research Director, Methodist Health Systems, and Dr. Emin Babakus, First Tennessee Professor and Professor of Marketing, The University of Memphis.
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