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Med Care Res Rev. 2014 Oct;71(5):522-54. doi: 10.1177/1077558714541480. Epub 2014 Jul 15.

Examining the role of patient experience surveys in measuring health care quality.

Author information

1
RAND Corporation, Arlington, VA, USA ranhangp@rand.org.
2
RAND Corporation, Santa Monica, CA, USA.
3
Harvard Medical School, Boston, MA, USA.
4
UCLA Department of Medicine, Los Angeles, CA, USA.
5
Centers for Medicare & Medicaid Services, Baltimore, MD, USA.
6
The Severyn Group, Ashburn, VA, USA.
7
Massachusetts General Hospital, Boston, MA, USA.
8
Yale School of Public Health, New Haven, CT, USA.

Abstract

Patient care experience surveys evaluate the degree to which care is patient-centered. This article reviews the literature on the association between patient experiences and other measures of health care quality. Research indicates that better patient care experiences are associated with higher levels of adherence to recommended prevention and treatment processes, better clinical outcomes, better patient safety within hospitals, and less health care utilization. Patient experience measures that are collected using psychometrically sound instruments, employing recommended sample sizes and adjustment procedures, and implemented according to standard protocols are intrinsically meaningful and are appropriate complements for clinical process and outcome measures in public reporting and pay-for-performance programs.

KEYWORDS:

CAHPS; health care quality; health care quality measurement; health care surveys; patient experience; patient satisfaction

PMID:
25027409
PMCID:
PMC4349195
DOI:
10.1177/1077558714541480
[Indexed for MEDLINE]
Free PMC Article

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