The HCAHPS Handbook Chapter Tools

Chapter 1: HCAHPS Counts: Why It’s Your Key to Pay-for-Performance Success

Chapter 2: The Fundamentals: What You Must Know to Improve Your HCAHPS Scores

Section 1: Nursing Communication

Chapter 3: Courtesy and Respect (A Goal for Nurses and All Staff Members)

Chapter 5: Understandable Explanations

Section 2: Doctor Communication

Chapter 8: Doctor Explanation of Care

Section 3: Responsiveness of Staff

Chapter 9: Pre- and Post-Visit Patient Calls

Chapter 10: Hourly Rounding on Patients

Section 4: Pain Management

Chapter 11: Control of Pain/Helpfulness of Staff

Section 5: Communication of Medications

Chapter 12: Explanation Regarding Medications and Side Effects

Section 6: Discharge Information

Chapter 14: Written Symptom/Health Problem Information

Section 7: Hospital Environment

Chapter 16: Service Recovery

Section 8: Overall Rating of Hospital & Willingness to Recommend

Chapter 17: Overall Rating/Willingness to Recommend

The HCAHPS Handbook Supporting Resources