Public Reporting of HCAHPS in Context

Research Objective:

This presentation examines public reporting of the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) results integrated into a website with clinical measure data. Prior research had indicated the importance of meeting the needs and concerns of both patients and physicians in quality reports. Despite consumer interest in patient survey data, preliminary research on integrating HCAHPS with other measures found that consumers have difficulty understanding the distinction between outcomes, process measures, and patient survey data. This study conducted iterative rounds of qualitative research to design a website about hospitals that meets the needs of multiple audiences.

Study Design & Population:

Researchers conducted qualitative research in the form of three rounds of one-on-one interviews and focus groups, using interactive web mockups of draft HCAHPS information with patients, family members, physicians who refer to or practice in hospitals, and hospital QI staffl.

Principal Findings:

Creative design and specific navigation features allowed successful integration of HCAHPS into a website tool with clinical data to meet the needs of both physicians and consumers. Careful explanations allow consumers to understand the data in consultation with their physician. For physicians, the team developed and tested detailed explanations of composite construction, case mix and mode adjustments, survey fielding and data collection and analysis processes.

Conclusions & Implications:

Successful implementation of HCAHPS public reporting met the needs of multiple audiences using iterative rounds of testing with creative language and design elements. Application of textbook principles of web design cannot substitute for on-going audience testing..