Focus Your Staff on the Behaviors that Improve Patients’ Perception of Care




Patients may soon be choosing your hospital based on your HCAHPS scores. In addition, your hospital’s participation in the survey now affects your Medicare reimbursement. The Centers for Medicare and Medicaid Services (CMS) makes your HCAHPS scores available to the public and may soon tie the amounts of your Medicare reimbursement to your scores. HealthStream’s HCAHPS Preparation and Improvement Library prepares your staff by educating them on the actual survey questions and focusing them on simple things that improve patients’ perceptions of their care. This course is designed for all hospital staff whose interactions with patients are measured on the HCAHPS survey. Learners interact with typical patient scenarios to identify their behaviors that both positively and negatively impact patient care. By increasing staff awareness of the HCAHPS survey and making simple, high-impact changes, you will position your hospital for improvements in patients’ perceptions of your facility.


Increase Patient Satisfaction

  • Learn which behaviors matter most to patients
  • Understand the non-clinical components of quality care
  • Implement a patient-centered approach to care


Improve Key Business Outcomes

  • Increase patient loyalty by providing an exceptional hospital experience
  • Stand out from other hospitals for your commitment to patient-centered care
  • Receive the full annual payment update from CMS
  • Be prepared for future CMS developments that could affect business outcomes



  • Modules tailored to specific roles and professions
  • Case-based scenarios
  • Designed and developed by an HCAHPS approved survey vendor
  • Designed in consultation with healthcare industry experts in quality measurement and improvement


This library is essential for:

  • Communicating the importance of the HCAHPS survey to all hospital staff and physicians
  • Integrated and fully aligned patient care teams
  • Organizational readiness for CMS developments


This library supports:

  • Patient-centered care
  • Quality improvement initiatives
  • Patient relations programs
  • Community outreach


Library Outline

  • Nurse Communication, Doctor Communication, Cleanliness, Noise and the Hospital Environment, Responsiveness of Hospital Staff, Pain Management, Medication Communication, Discharge Information, Overall Hospital Ratings and Recommendations


Library Objectives
After completing this continuing nursing/medical/pharmaceutical education activity, the participant
should be able to:

  • Define the purpose of the HCAHPS survey, identifying the potential benefits of its implementation as it relates to increased patient satisfaction and care
  • Identify five aspects of patient care that were found to be most important to patients
  • Identify three ways that clinical quality can be compromised by negative patient perceptions
  • Differentiate specific factors and behaviors that result in low and high patient perception of care and how these factors impact HCAHPS scores
  • List strategies that could be implemented in your hospital that would enhance patient perceptions of care
  • Evaluate current behavior and practices as they relate to the topics discussed in this activity that would improve overall HCAHPS scores
  • Determine two direct changes that can be made to improve the patient perception of care and overall HCAHPS scores


Continuing Education Credit
HealthStream is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians. HealthStream designates this educational activity for a maximum of 1.25 AMA PRA Category 1 Credit(s)™. Physicians should only claim credit commensurate with the extent of their participation in the activity. Nurses and other healthcare professionals participating in this CME activity will receive certificates verifying the activity was designated for AMA-PRA credit. For questions, contact the Accreditation Coordinator at 800-832-5115.

HealthStream is accredited by the Accreditation Council for Pharmacy Education (ACPE) as a provider of continuing pharmacy education. HealthStream, a sponsor of continuing education programs, awards this activity 2.75 contact hours (.275 CEUs); ACPE Universal Program Number(s) 789-000-08-001-H04-P (pharmacy) and 789-000-08-001-H04-T (pharmacy technician). UPNs will have “-T” and/or “-P” depending on target audience.

HealthStream is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation. This activity course is awarded 2.25 contact hour(s) (calculation is based on 60 minutes).


Subject Matter Experts
Denise R. Remus, Ph.D., R.N.
Sandra K. Cassity, EdD
Robert Rowntree, MD FACP
Thomas P. Pemberton, II, PharmD, MBA