Indovina Kimberly A, Keniston Angela, Manchala Venkata, Burden Marisha
Division of Hospital Medicine, Denver Health, Denver, CO, USA.
Division of Hospital Medicine, University of Colorado School of Medicine, Aurora, CO, USA.
J Patient Exp. 2021 Jul 27;8:23743735211034342. doi: 10.1177/23743735211034342. eCollection 2021.
Hospitals commonly seek to improve patient experience as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, yet there are limited data to guide improvement efforts. The HCAHPS survey was developed for interhospital comparisons, whereas its use in intrahospital comparisons has not been validated. We sought to better understand the validity of utilizing intrahospital score comparisons and to identify the factors that may predict top-box HCAHPS scores. We performed a retrospective observational cohort study at an academic urban safety-net hospital examining 4898 HCAHPS surveys completed by hospitalized patients. We found that while most Patient-Mix Adjustment factors for which HCAHPS scores are adjusted were associated with top-box scores on intrahospital comparisons, few additional variables were associated with top-box scores. Further, HCAHPS questions pertaining to nurse and doctor communication were highly correlated with overall hospital rating, suggesting that communication-related factors may influence a patient's hospital experience more strongly than do administrative factors.
医院通常致力于通过医疗服务提供者与系统消费者评估（HCAHPS）调查来改善患者体验，但用于指导改进工作的数据有限。HCAHPS调查是为医院间比较而开发的，而其在医院内部比较中的应用尚未得到验证。我们试图更好地理解利用医院内部评分比较的有效性，并确定可能预测HCAHPS最高等级分数的因素。我们在一家城市学术安全网医院进行了一项回顾性观察队列研究，检查了住院患者完成的4898份HCAHPS调查问卷。我们发现，虽然HCAHPS评分所调整的大多数患者组合调整因素与医院内部比较中的最高等级分数相关，但几乎没有其他变量与最高等级分数相关。此外，与护士和医生沟通相关的HCAHPS问题与总体医院评级高度相关，这表明与沟通相关的因素可能比管理因素更强烈地影响患者的医院体验。
