General Information

Understanding Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
Deborah Austin, Director of Patient Relations and Accreditation, John Muir Health, Walnut Creek, California

Every volunteer can make a difference in HCAHPS performance. Perhaps you’ve always wondered what the acronym “HCAHPS” really stands for, or maybe you’re familiar with the survey and the data but don’t understand why these particular topics are a priority. This nuts and bolts session will describe the origins of HCAHPS, why it is important, and how it contributes to other organizational goals such as improving quality, safety, and financial performance.

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