HCAHPS Scores, the Patient Experience, and the Affordable Care Act from the Facility Perspective

An increasing amount of evidence and patient testimony is demonstrating the positive impact the healing environment can have on patient outcomes and HCAHPS scores. Along with other factors that influence the healing environment, the physical environment and the role of the facility manager and the facility staff have an impact on the patient experience and HCAHPS scores. This monograph provides an introduction to the terminology, research, and resources needed to understand the HCAHPS program and an overview of improvements some health care organizations across the country have implemented to improve patient satisfaction.