CHA News Article

Hospitals Urged to Increase HCAHPS Response Rate

CHA and the Hospital Quality Institute (HQI) are calling on California hospitals to increase their response rate on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.

California leads the U.S. on many measures of health care quality. However, HCAHPS performance is an exception, with our state consistently placed in the bottom quartile of national performance. HQI analysis has revealed that response rates are strongly correlated with HCAHPS scores. In fact, each one percentage point increase in a hospital’s HCAHPS response rate is expected to result in a half point increase in the mean HCAHPS top-box score. 

California’s current average response rate is 24.2 percent; the national average is 28.2 percent. Bringing the state response rate to the national average would likely move California out of the bottom quartile of HCAHPS performance and have a positive effect on value-based reimbursement.

Boosting the HCAHPS response rate will pay dividends for hospitals and for the state. 

To assist in this effort, HQI has developed the California HCAHPS Improvers Playbook, which contains proven strategies for boosting the survey response rate. For questions or more information, contact