Customer Experience Surveys

As partner to thousands of healthcare organizations, HealthStream is uniquely positioned to help your organization make the connection between compliance, the patient experience, clinical care, and performance management across the continuum of care.

PX - MtE - Patient - Inpatient

 

HCAHPS

The HCAHPS Survey is the first national, standardized, publicly reported survey of patients' perspectives of inpatient hospital care. The survey is intended to produce standardized information about patients’ perspectives of care that allows objective and meaningful comparisons of hospitals on topics that are important to consumers. HealthStream has been approved by CMS to administer the HCAHPS Survey since national implementation in 2008.

Inpatient (IP) Express Survey

Our Inpatient Express Survey is a census-based product that allows hospitals to let the voices of their entire patient population guide their workforce development to enhance confidence. This uses the questions that mostly highly correlate to a patient’s satisfaction and loyalty surveying every patient encounter using the same email and SMS technology patients use to communicate to their providers, friends and family. Each survey takes 3 minutes or less to complete. Each question is backed by learning and development courses and best practices to teach clinicians how to confidently deliver an exceptional experience. 

Child HCAHPS

This survey is designed to measure the experiences of pediatric inpatients and their families, and is administered to the parents of children younger than 18 years of age, whose admission includes at least one overnight stay. The survey is available for voluntary use and is not currently required. HealthStream administers the Child HCAHPS in full or as an abridged version for your hospital. 

NICU

Accelerate your journey toward patient experience excellence with HealthStream’s NICU Survey designed to generate meaningful and actionable data.

Inpatient Behavioral Health

CMS has indicated its intention to create a CAHPS survey for inpatient psychiatric facilities. While a timeline has not been established, HealthStream’s Inpatient Behavioral Health Survey will accelerate your journey toward patient experience excellence and prepare your facility for a potentially mandated CAHPS survey. 

Inpatient Rehabilitation

CMS has indicated its intention to create a CAHPS survey for inpatient rehabilitation facilities. While a timeline has not been established, HealthStream’s Inpatient Rehabilitation Survey will accelerate your journey toward patient experience excellence and prepare your facility for a potentially mandated CAHPS survey. 

PX - MtE - Patient - ED

ED-CAHPS (EDPECS)

While an official start date has not been released, CMS has been working on an Emergency Department Patient Experiences of Care Survey (EDPEC) for several years. In preparation, hospitals are able to get a jump-start on improvement initiatives in their Emergency Department in an effort to improve survey measures and eventually reimbursement. 

ED Express Survey

Our ED Express Survey is a census-based product that allows emergency departments to let the voices of their entire patient population guide their workforce development to enhance confidence. Our ED Express Survey uses the questions that mostly highly correlate to a patient’s satisfaction and loyalty surveying every patient encounter using the same email and SMS technology patients use to communicate to their providers, friends and family. Each survey takes 3 minutes or less to complete. Each question is backed by learning and development courses to teach clinicians how to confidently deliver an exceptional experience. 

PX - MtE - Patient - Outpatient

 

OAS CAHPS

CMS has proposed to delay mandatory national implementation of the survey until a future date that will be announced through the rulemaking process. Until that time, Medicare-certified HOPDs and ASCs may participate in the survey voluntarily. HealthStream is encouraging customers to conduct our OAS Express Survey while CMS makes adjustments to the current survey and protocols. 

Outpatient (OP) Express Survey

Our OP Express Survey is a census-based product that allows outpatient facilities to let the voices of their customers guide performance improvement efforts. Patients are able to evaluate their experience in near real-time following their visits and clinical staff can better understand how to improve outcomes quickly and sustainably. This brief, 10-question survey emphasizes only the most critical drivers of improvement in outpatient settings. Patients can provide feedback on their terms and teams can develop solutions for the most important problems.

Outpatient Rehabilitation

Accelerate your journey toward patient experience excellence with HealthStream’s Outpatient Rehabilitation Survey designed to generate meaningful and actionable data.

 

Outpatient Behavioral Health

Accelerate your journey toward patient experience excellence with HealthStream’s Outpatient Behavioral Health Survey designed to generate meaningful and actionable data.


PX - MtE - Patient - Physician Office

CG-CAHPS

It’s still complicated to answer the question, “When will CG-CAHPS be required?” Various versions of this survey have been embraced throughout the healthcare industry and not only by CMS. CMS has mandated their own versions of the CG-CAHPS survey through two quality reporting programs: the Medicare Shared Savings Program and the Merit-based Incentive Payment System. In addition, patient-centered medical homes seeking NCQA’s Distinction in Patient Experience Reporting as well as several states require CG-CAHPS. HealthStream has been at the forefront of these initiatives and is able to fulfill any compliance survey requirements, as well as implement a survey strategy that holds staff accountable and improves the patient experience. 

CG Express Survey

Our CG-Express Survey is a census-based product that allows physician practices to let the voices of your customers guide performance improvement efforts. Patients are able to evaluate their experience in near real-time following their visits and medical staff will better understand how to improve outcomes quickly and sustainably. This brief, 10-question survey emphasizes only the most critical drivers of improvement in medical practices. Patients can provide feedback on their terms and teams can develop solutions for the most important problems.

CAHPS for MIPS

Most Medicare clinicians will initially participate in the Quality Payment Program through the Merit-based Incentive Payment System (MIPS), which will include components of the former PQRS, VM, and EHR Incentive Program. The CAHPS for MIPS Survey is one of the measures clinicians may choose to help satisfy the reporting requirements under the Quality category. In addition to CG-Express and CG-CAHPS, HealthStream offers a multitude of products including coaching, leadership development, and courseware to help clinicians satisfy measures under the Clinical Practice Improvement Activities category.  

CAHPS for ACOS

The CAHPS for ACOs Survey is one of the quality measures Accountable Care Organizations in the Medicare Shared Savings Program are required to submit to CMS on an annual basis. 

Walk-in Express

Our Walk-in Express Survey is a census-based product that allows clinics to let the voices of your customers guide performance improvement efforts. Patients will be able to evaluate their experience in near real-time following their visits and medical staff will better understand how to improve outcomes quickly and sustainably. This brief, 10-question survey emphasizes only the most critical drivers of improvement in these settings. Patients can provide feedback on their terms and teams can develop solutions for the most important problems.

Urgent Care

Accelerate your journey toward patient experience excellence with HealthStream’s Urgent Care Survey designed to generate meaningful and actionable data.

PX - MtE - Patient - Post Acute

Hospice CAHPS

The Hospice CAHPS Survey measures the experiences of decedents who died while receiving hospice care, as well as the experiences of their informal or family caregivers. CMS says the survey aims to produce comparable data that allow objective and meaningful comparisons between hospices on domains that are important to consumers, and create incentives for hospices to improve their quality of care. HealthStream has been approved by CMS to administer the survey since national implementation in 2015. 

Home Health CAHPS

The Home Health CAHPS Survey measures the experiences of people receiving home health care. CMS says the survey is intended to produce standardized information about patients’ perspectives of care that allows objective and meaningful comparisons of home health agencies on topics that are important to consumers. HealthStream has been approved by CMS to administer the survey since national implementation in 2010.


In-Center Hemodialysis CAHPS

The In-Center Hemodialysis CAHPS Survey measures the experiences of people receiving in-center hemodialysis. CMS says the survey is intended to produce standardized information about patients’ perspectives of care that allows objective and meaningful comparisons of in-center hemodialysis facilities on topics that are important to consumers. HealthStream has been approved by CMS to administer the survey since national implementation in 2012. 


Long Term Care

CMS has indicated its intention to create a CAHPS survey for long term acute care hospitals. While a timeline has not been established, HealthStream’s Long Term Care Survey will accelerate your journey toward patient experience excellence and prepare your facility for a potentially mandated CAHPS survey.


Nursing Home

Accelerate your journey toward patient experience excellence with HealthStream’s Nursing Home Survey designed to generate meaningful and actionable data.


PX - MtE - Employees

Engagement & Satisfaction Survey

Contains 44 questions for national benchmarking, which have been thoroughly tested for their reliability and validity and have been proven to be highly predictive of hospital employees’ overall satisfaction with their workplace.

Hospital Survey on Patient Safety Culture

Examines patient safety culture from a hospital staff perspective.  It places an emphasis on patient safety issues and on error and event reporting through measurement of seven unit-level aspects of safety culture, three hospital-level aspects of safety culture and four outcomes variables.

NewHire90 Survey

This survey captures feedback from new employees, helping organizations identify the key drivers impacting initial job satisfaction and voluntary turnover within the first 90 days of hire.

Nurse Excellence & Satisfaction Survey

This survey helps meet the new requirements for Magnet®, and also supports Pathways to Excellence, nurse retention, and culture-of-excellence initiatives in your organization.

PX - MtE - Physicians

 

Physician Engagement Survey

The traditional medical staff is broken into two segments—inpatient physicians who practice regularly in the hospital setting and outpatient physicians who practice out of their community-based offices. HealthStream offers Physician Engagement surveys to help both hospitals and physician practices support the various needs of their physicians. We have comparative information for our inpatient and outpatient core surveys as well as our employed physician insert, so you can know how your survey results compare to those of other hospitals nationally.

Work-Life Balance Survey

A brief, 10-question survey intended to assess elements of work-life balance across physicians and employees of the healthcare workforce.

PX - MtE - Consumer

Consumer Perception Survey

Our Consumer Perception Survey measures the opinions, perceptions, and purchase behaviors of consumers residing in your organization’s primary and secondary service areas. We gather consumer feedback about your organization, and about your principal competitors, for awareness, image, preference, market share, and loyalty. 

Insights Online

HealthStream’s interactive online reporting tool, provides easy access to actionable insights and benchmarks. It is an easy-to-use yet powerful tool which permits a wide range of options, from advanced filtering capabilities to scheduling automatic delivery of custom reports.

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