Impact of hospital characteristics on patients' experience of hospital care: Evidence from 14 states, 2009-2011

• Main Authors: Emily Johnston (Author), Kenton Johnston (Author), Jaeyong Bae (Author), Jason Hockenberry (Author), Ariel Avgar (Author), Arnold Milstein (Author), Sandra Liu (Author), Ira Wilson (Author), Edmund Becker (Author)
• Format: Book
• Published: The Beryl Institute, 2015-11-01T00:00:00Z.
• Subjects: article
• Online Access: Connect to this object online.
• Notes: 2372-0247
• Keywords: patient hospital experience; patient satisfaction; value-based purchasing; hcahps; hospital quality of care; affordable care act; Medicine (General); R5-920; Public aspects of medicine; RA1-1270
• Source: Patient Experience Journal (2015)

This paper uses patient responses to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey for three years (2009-2011) from 1,333 acute-care hospitals in fourteen states to analyze patterns in 10 hospital-reported patient experience-of-care scores by 29 characteristics classified as: patient characteristics, payer source, patient severity, hospital characteristics, hospital operations, and market characteristics. We also evaluate how scores have changed over the three-year period. We find significant differences in patient experience-of-care scores by hospital characteristics for 250 out of 290 HCAHPS-hospital characteristic combinations measured. We find fewer significant differences in changes in scores from 2009-2011 (135 out of 290), with hospitals categorized as high scoring also reporting consistently greater improvement. We conclude that patient experience-of-care scores vary by hospital characteristics, although improvements in scores show less variety by hospital categorization.