Interventions that improve patient experience evidenced by raising HCAHPS and CG-CAHPS Scores: A narrative literature review

Hospital administrators and researchers often use large, standardized surveys that examine patient satisfaction to evaluate whether interventions improve patient experience. To summarize the breadth of these interventions and how large, standardized surveys are used to evaluate them, a multidisciplinary research team conducted a review. They used PubMed and Google Scholar searches, reviews of reference lists and targeted searches to locate studies. They evaluated one hundred and twenty-four articles and fifty-eight articles met the inclusion criteria for the narrative review. Using the standard methodology for narrative reviews, the authors synthesize salient themes in the articles and highlight exemplar studies. The review is qualitative, limited, and subjective, and provides a novel analysis of a selection of important and recent research studies. Interventions are in four domains: communication, information and communication technologies (ICT’s), nursing, and the healthcare environment. The majority evaluate patient experiences using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) or the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS), two widely used, standardized, validated surveys to measure patient experience. Results suggest that verbal, non-verbal, and empathetic communication studies are especially salient in the literature. Research about ICT’s includes promising interventions that need additional testing using large datasets. Finally, many studies evaluate nursing and the healthcare environment, but evaluations of interventions in these areas are often inconclusive because nursing and healthcare environments vary widely within and between hospital systems. The review reveals reliable innovations, inconclusive research, as well as many directions for future research.
Related content
-
Policy & Measurement | Staff & Provider Engagement
Leveraging Metrics to Demonstrate Volunteer Impact
Metrics are essential for volunteer leaders to demonstrate program value, though selecting and using the right data can be challenging. This session will equip leaders with the knowledge to collect and use metrics that showcase the impact of volunteer programs. Attendees will learn why metrics matter, what data to track, collection methods (from low-tech to
Learn more -
Policy & Measurement | Quality & Clinical Excellence
We need to be the patient in the room
Transgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and understanding and how it led her to the field of patient experience and advocacy. Listen as Emily describes how her own experience navigating the health care system as a transgender woman inspired her to be persistent
Learn more -
Culture & Leadership | Policy & Measurement
Global Perspectives on Human Experience: Where we stand and new frontiers
Listen as Jason A. Wolf, PhD, CPXP, President & CEO, The Beryl Institute discusses the perspectives of human experience globally and how we can and must elevate and transform what matters to both those served by healthcare and those who show up to serve each day. Get an early peek at the latest global consumer
Learn more