Measuring the Patient Experience of Care

The Centers for Medicare and Medicaid Services (CMS), along with the Agency for Healthcare Research and Quality (AHRQ), developed the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey. This HCHAPS survey provides a standard way to collect data from patients about their hospital experience. The HCAHPS Survey is sent to a random sample of patients after discharge. CMS publically reports the results on Hospital Compare. HCAHPS results are based on 4 quarters of data on a rolling basis.

The HCHAPS survey has 32 questions that are used to report results for 11 topics: 7 composite topics, 2 individual topics and 2 global topics. The topics are:

Composite topics

  • Nurse communication
  • Doctor communication
  • Responsiveness of hospital staff
  • Pain management
  • Communication about medicines
  • Discharge information
  • Care transition

Individual topics

  • Cleanliness of hospital environment
  • Quietness of hospital environment

Global topics

  • Overall rating of hospital
  • Willingness to recommend hospital

Additional information about the HCHAPS survey can be found at

What are we measuring?

We are measuring the percent of patients who report on the survey that they would definitely or probably recommend JFK to friends and family.


While the data shows that over 92% of our patients would recommend JFK to their friends and family, we work every day to improve the hospital experience for every one of our patients.

What is our performance telling us?

The graph shows that over 92% of our patients would definitely or probably recommend JFK to their friends and family. In the second quarter of 2016 there was an increase the number of patients who responded positively to this question.

This graph shows the results of a Global Topic on the HCHAPS survey. Other questions on the survey identify specific opportunities for improvement such as enhancing communication between our patients, physicians, and nurses. We are also focusing on improving the responsiveness of our staff and our communication with patients about their medications.

In addition, we are partnering with patients and families in new ways. For example, we have created a Patient Advisory Board where former patients are invited back to meet with hospital leaders to tell their story about their hospital experience. We appreciate the time our patients take to come back and tell us what is important to them and where we can improve.

What can you do to improve your experience as a patient?

Research shows that when patients are engaged in their healthcare care, it can lead to improved quality and patient safety.

Become an active partner in your care by:

  • asking questions if you have doubts or concerns,
  • bringing a list of all your medications to the hospital,
  • understanding why you are taking each of your medications,
  • getting the results any test or procedure (do not assume that no news is good news),
  • making certain you can read, understand and are able to follow instructions for medications and other follow up when you are discharged.

We encourage you to go online and sign up for our Patient Portal. There you will have access to lab, radiology, your discharge medications and other important person health information. This is a free, secure website and you can access by clicking this link This information will help you be an active partner in your healthcare.