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Quality of Care
The Basics of Health Care Quality
Enhancing Safety and Quality
Measuring Our Performance
Patient- and Family-centered Care
Investing in Quality Improvement
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What is the HCAHPS survey?

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was created by the Centers for Medicare & Medicaid Services (CMS) to measure the patient experience. The survey asks patients to rate their overall hospital experience and their willingness to recommend University of Missouri Health Care to other patients. It also asks two or more questions in each of these categories:

  • Communication with doctors
  • Communication with nurses
  • Responsiveness of hospital staff
  • Cleanliness and quietness of the hospital environment
  • Pain management
  • Communication about medicines
  • Discharge information

How are we doing?

Since we implemented the HCAHPS survey in 2006, we have seen a seen a steady improvement in our scores. For more information about our performance and to view our recent progress, click the links below.

HCAHPS Results October 2011 - September 2012 

HCAHPS Sections

MU Health Care average

 Missouri average

U.S. average 

Overall rating of the hospital 71%  70%  70%
Willingness to recommend hospital 74%  70%  71%
Cleanliness of hospital environment 73%  73%  73%
Quietness of hospital environment 59%  60%  60%
Communication with nurses 79%  78%  78%
Pain management 66% 70%  71%

Responsiveness of hospital staff

66%  66%  67%
Communication about medicine 59%  63%  63%
Communication with doctors 76%  82%  81%
Discharge information 87%  85%  84%

What are we doing to improve?

To improve patient satisfaction, University of Missouri Health Care has converted our hospitals to nearly 100 percent private patient rooms. Our physicians and staff also follow best-practices for patient-and-family-centered care that are proven to improve patients experience while in the hospital.

Why is the data on this website from several months ago?

The federal government's Centers for Medicare & Medicaid Services (CMS) collects information about University of Missouri Health Care and other hospitals throughout the country from its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient satisfaction survey.

The government releases the information on its Hospital Compare website (http://www.hospitalcompare.hhs.gov/); however, it takes some time for CMS staff to gather and study the information, so the information is several months old. For example, in May 2011, the most recent publicly available information was for the yearlong period between October 2009 to September 2010.

More patient- and family-centered care measurements

Back to Patient- and Family-centered Care

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