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  • Scripting tool to improve HCAHPS ratings

    The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) hospital survey was launched in 2006 by the Centers for Medicare & Medicaid Services and the Agency for Healthcare Research and Quality to standardize patient satisfaction surveys across the nation.

    In addition, some facilities employ the services of a private customer satisfaction survey service. Whether this is Press Ganey, Gallup, or a homegrown satisfaction survey, your "last words" can have a positive effect on how patients or their families complete the survey.

    Share this tool with your staff to help them speak to patients using language the patients will be able to recognize when taking the survey.

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