Regarding the June 10 cover story feature “CMS looks to revise HCAHPS survey; hospitals say it’s long overdue,” while it’s often true that hospitals receive a greater number of completed surveys with an electronic methodology that targets all eligible inpatients, the response rate is consistently lower than seen with phone or mail methodologies alone.
I believe strongly in the value of high response rates, explored in a recently published article in the Patient Experience Journal. Among other things, response rate is important for what it tells us about the representativeness of the surveyed patients, as Dr. Shannon Connor Phillips, Intermountain Healthcare’s chief patient safety and experience officer, expressed in Modern Healthcare’s article.
CMS has maintained methodological rigor throughout the lifespan of the HCAHPS program. I urge officials to maintain this commitment to data integrity as we move forward with a program revised to give hospitals reliable, relevant feedback.
Jose Inguanzo, Ph.D.
President and CEO