Link to the University of Pittsburgh Homepage
Link to the University Library System Homepage Link to the Contact Us Form

A Case Study: Patient Satisfaction Interventions in Acute Care Settings and Their Impact on HCAHPS Scores

Zambrano, Zack (2020) A Case Study: Patient Satisfaction Interventions in Acute Care Settings and Their Impact on HCAHPS Scores. Master Essay, University of Pittsburgh.

Submitted Version

Download (703kB) | Preview


Over the last decade, health systems have shifted resources towards patient experience, viewing patient encounters as events that begin from intake to discharge. A driver for this transition was the Centers for Medicare & Medicaid Services (CMS), which introduced the Value-Based Purchasing (VBP) system that emphasized a greater focus on quality, transparency, and lower cost. This transition to VBP led to a restriction on reimbursement that placed greater emphasis on the key measurable metrics of Mortality, Safety, Readmission Rates, and Patient Experience. To capture the patient experience metric values and display those to the public, CMS developed Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. There are several vendors that collect patient satisfaction scores, the most prominent being Press Ganey, due to its ability to customize in-unit performance indicators, provide quick data returns, and large client database for comparison.
Literature from several institutions has shown the possible positive outcomes that can be achieved through the introduction of a supported patient experience initiative. In particular, the IMPACT program and the AIDET program at Northwestern Memorial Hospital have seen sustained improvement in patient satisfaction scores post-intervention.
The “Hush Campaign” carried out at West Penn Hospital in Pittsburgh, PA was an institution-wide program that sought to improve existing HCAHPS scores relating to “Quietness of the Hospital Environment” after trending lower scores than desired. Patient Experience staff along with nursing leadership developed a low-cost initiative to educate staff on the merits of quietness and its association with healthy outcomes. The intervention team developed trainings, posters, and later a daily reminder via the existing public address system to ensure the program’s success. With significant support from leadership and staff, this initiative overcame early setbacks and has seen both immediate and long-term success, in both HCAHPS scores and cultural adoption.
Patient satisfaction interventions show a clear public health relevance by having the potential to improve both clinical and quality outcomes for patient populations served. Furthermore, these interventions have the ability to drive HCHAPS scores on the CMS website allowing the public to make informed decisions about where they would like to seek care.


Social Networking:
Share |


Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Zambrano, Zackzsz5@pitt.eduzsz5
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairRohrer, Wesleywmrun@pitt.eduwmrunUNSPECIFIED
Committee MemberSchlenk, Elizabethels100@pitt.eduels100UNSPECIFIED
Committee MemberSimms, Susansusan.simms@ahn.orgUNSPECIFIEDUNSPECIFIED
Date: 21 April 2020
Date Type: Submission
Number of Pages: 39
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Policy & Management
Degree: MA - Master of Arts
Thesis Type: Master Essay
Refereed: Yes
Date Deposited: 26 Aug 2020 16:51
Last Modified: 26 Aug 2020 16:51


Monthly Views for the past 3 years

Plum Analytics

Actions (login required)

View Item View Item