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HCAHPS updates: unlock new insights into patient experience

Patient experience remains a vital component of healthcare quality, and staying informed on changes to measurement tools like HCAHPS is essential. This report dives into recent shifts prompted by the introduction of the Web-Mail survey method and updates to the 2025 HCAHPS domains, revealing how these changes influence patient feedback and overall hospital ratings.

 

By exploring both the methodological impacts and emerging drivers behind patient satisfaction, healthcare leaders can better understand how to interpret survey results and target improvement efforts. From demographic shifts in respondents to the evolving importance of nurse communication and care coordination, this report offers actionable insights to elevate patient experience strategies.


In this report, you’ll learn:

  • How the new Web-Mail survey method affects response rates, respondent demographics, and patient experience scores

  • Why controlling for demographic shifts is critical to accurately interpreting HCAHPS results under the new methodology

  • The expanding role of nurse communication and care coordination as key drivers of overall hospital ratings in 2025

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