HCAHPS scores are a familiar benchmark for healthcare providers, impacting patient satisfaction, hospital reputation and Medicare reimbursement rates. But improving these scores is an ongoing challenge.
Making meaningful gains requires intentional, daily efforts by providers—supported by digital tools that enhance communication, responsiveness and overall patient experience.
In this article, we’ll explore how your healthcare organization can move beyond simply measuring HCAHPS scores to actively improving them.
Drawing from CipherHealth’s expertise in patient engagement, we’re sharing key insights and best practices that have helped hospitals uncover 4,600+ opportunity areas, leading to targeted improvements. Our outreach programs have increased hospital national percentile rankings for likelihood to recommend and responsiveness by over 100%.
Overview of HCAHPS
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) is a national survey that measures patient satisfaction with hospital care. The results help hospitals assess performance, identify areas for improvement and determine Medicare reimbursement rates.
These scores are publicly reported on Medicare.gov Hospital Compare, ensuring transparency for patients and healthcare organizations alike.
The survey includes questions in several key areas:
- Communication with nurses: Measures how well nurses listen, explain, answer questions and provide comfort.
- Communication with doctors: Assesses how clearly doctors explain conditions, treatment options and answer questions.
- Responsiveness of hospital staff: Evaluates how quickly and effectively hospital staff respond to patient needs.
- Pain management: Tracks how well the hospital manages and adjusts pain relief for patient comfort.
- Hospital Environment: Reviews cleanliness of rooms, bathrooms, public areas and nighttime quietness.
- Discharge information: Ensures patients receive clear post-care instructions on medications, follow-ups and recovery.
- Overall rating: A general assessment of the patient’s experience of hospital, covering staff, environment and care quality.
By tracking these scores, hospitals can pinpoint areas for improvement and drive better patient experiences overall—strengthening patient trust, loyalty and confidence in their care.
3 Steps to Improve HCAHPS Scores Using Digital Tools
Here’s how your hospital or healthcare system can improve patient satisfaction, resolve issues faster and improve trust—leading to better scores.
Step 1: Capture Real-Time Patient Feedback
Understanding patient concerns in the moment is key to improving their experience. Digital rounding tools like CipherRounds help care teams gather real-time feedback, identify issues early and take immediate action.
By standardizing nursing rounds, hospitals can:
- Streamline issue resolution with instant alerts to staff and case managers
- Improve communication on medications, care plans and discharge instructions
- Create meaningful touchpoints with patients that build trust
This results in higher HCAHPS scores in responsiveness, communication and overall patient experience categories.
Step 2: Keep Lines of Communication Open
Patient care doesn’t end at discharge—keeping lines of communication open is essential for both recovery and patient satisfaction. Digital outreach tools like CipherOutreach ensure patients receive timely follow-ups, giving them the support they need after leaving the hospital.
By automating post-discharge check-ins, care teams can:
- Clarify medications, follow-up appointments and recovery instructions
- Address patient concerns quickly, reducing avoidable readmissions
- Make sure patients feel supported, improving their overall experience
When patients feel heard and informed beyond their hospital stay, they rate their care more positively—directly improving HCAHPS scores in communication and discharge information categories.
Step 3: Use Data to Drive Continuous Improvement
Understanding patient feedback is just the start—acting on it leads to meaningful change. CipherHealth’s analytics tools help hospitals combine patient insights with EHR data to uncover trends, improve care delivery and reduce avoidable readmissions.
By leveraging data-driven insights, hospitals can:
- Pinpoint areas for improvement like wait times, cleanliness and care quality
- Address patient concerns quickly with alerts that flag issues before they escalate
- Deliver more personalized care by using contextual data to guide patient interactions
With deeper insights, care teams can make informed decisions that enhance the patient experience and drive higher HCAHPS scores in key areas like nurse communication, hospital environment and responsiveness categories.
How United Regional Health Care System Improved HCAHPS Scores with Digital Rounding
United Regional Health Care System in Wichita Falls, TX, saw a significant boost in HCAHPS scores after implementing CipherRounds for their nursing teams.
Our digital rounding application helps nurses capture real-time patient insights by focusing on:
- Understanding of medications and discharge instructions
- The cleanliness and safety of the care environment
- Staff responsiveness and communication
By acting on these insights, United Regional achieved measurable improvements in just three months:
- 10.9% improvement in medication communication
- 10.1% increase in hospital environment ratings
- 14.8% boost in staff responsiveness
These results show how targeted digital rounding plays a critical role in helping hospitals address patient concerns, enhance communication, and improve care—driving higher HCAHPS scores.
HCAHPS Analysis Pre and Post CipherRounds:
Automating Patient Engagement for Long-Term Success
Improving HCAHPS scores may feel overwhelming, but digital tools and automation make it easier to deliver a patient-centered experience at scale.
With growing patient volumes and staff shortages, hospitals need smarter solutions to maintain high-quality care. Digital tools don’t replace human connection—they enhance it by ensuring every patient receives timely, personalized attention.
By closing communication gaps, resolving patient concerns faster and using data-driven insights, hospitals can consistently improve care quality. Over time, these efforts lead to higher HCAHPS scores, better patient outcomes and a stronger reputation for excellence.
Ready to start improving your HCAHPS scores? Schedule a Demo today!
