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blog post 02202017

HealthStream Celebrates Five-Star HCAHPS Summary Star Winner Customers

Each quarter the Centers for Medicare & Medicaid Services (CMS) releases the HCAHPS Star Ratings on the Hospital Compare website. Twelve star ratings appear on Hospital Compare-one for each of the 11 HCAHPS measures, plus an HCAHPS Summary Star. CMS says that the HCAHPS Star Ratings provide a quick summary of each HCAHPS measure in a format that is increasingly familiar to consumers. The star ratings are part of CMS’s plans to make it easier for consumers to compare healthcare facilities. CMS updates the HCAHPS Star Ratings each quarter.

We recently interviewed Debbie Landers, Senior Vice President at Jarrard Phillips Cate and Hancock, Inc. about communicating CAHPS results for the new PX Advisor. Some of the discussion focused on the CAHPS Quality Star Rating Program. She shared:

“It is great to be able to show that the work being done is recognized and appreciated by patients. This is truly the voice of the patient—not a clinical score but equal to clinical scores in terms of importance. The new overall quality star ratings on the Hospital Compare website can really help consumers because they combine clinical and HCAHPS scores into a single metric that is easily interpreted. CAHPS has raised the patient experience to a top priority right along with quality and finance.”

Of the 3,507 hospitals that had data available for the December 2016 overall star rating, 176 (5%) earned the coveted 5-star rating, and 74 (2%) had a 1-star rating. The following chart shows the distribution of stars based on that data. 



Of the hospitals with sufficient data to calculate a star rating, there are clearly some great success stories. However, all hospitals will need a plan to address these ratings both internally and externally. Given the complexity of the ratings and the potential for both internal and external audiences to misunderstand them, a good communication strategy is rapidly becoming mission-critical for hospitals.

Let HealthStream help your organization earn a five-star rating. Wherever you are on your journey to improving the patient experience, we can meet you where you are and help transform your organization to become the provider of choice in your market and community.

Learn more about our customers who are Five Star winners.


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