HCAHPS

What Are We Measuring?

HCAHPS domain measures are standardized, publicly reported metrics that reflect patients’ perspectives on their hospital experience. Performance on these measures directly influences hospital quality ratings and financial reimbursement from CMS.

The HCAHPS Survey is the first national, standardized tool for measuring patients’ perceptions of hospital care. Using a validated survey instrument and consistent data‑collection methods, HCAHPS (pronounced “H‑caps”) allows meaningful comparisons across hospitals locally, regionally, and nationally. The updated survey reports several composite (multi‑item) measures as well as individual items that reflect key aspects of the patient experience.

How Well Are We Doing?

This graph reflects the January data refresh on the CMS Care Compare website, covering the January 2024, 2025, and 2026 reporting cycles for three composite measures and one single‑item measure. High performance is reflected in strong “Top‑Box” scores — the percentage of patients selecting the most positive response (such as “Always”). Consistently high scores contribute to a 4‑ or 5‑Star rating on the Medicare Care Compare website, with 5‑Stars representing the highest level of patient satisfaction.

Communication with Nurses

Hendricks has consistently performed above state and national rates during this period and received a 5‑Star rating for this composite in the most recent refresh. High scores reflect that nurses listen carefully, explain treatments in clear and understandable language, and treat patients with courtesy and respect.

Communication with Doctors

Hendricks has consistently performed above state and national rates during this period. High scores indicate that physicians engage with patients in a respectful and thoughtful manner, take time to understand their concerns and medical history, and communicate diagnoses and treatment plans in plain, accessible language.

Cleanliness of Hospital Environment

Hendricks has consistently performed above state and national rates and has earned 5‑Stars for this composite with each refresh. High performance in this area shows that patient rooms and bathrooms are consistently clean and well‑maintained — a key indicator of operational excellence and a positive patient experience.

Willingness to Recommend

Hendricks has consistently performed above state and national rates for this measure and received 5‑Stars with each refresh. High performance on the “Willingness to Recommend” measure reflects a strong percentage of patients who answered “Definitely yes” when asked if they would recommend the hospital to friends and family. This measure is considered a global indicator of patient experience, influenced by positive interactions across multiple domains such as communication, responsiveness, and cleanliness.

Learn More

We encourage patients and family members to use many of the different resources available to compare and choose a hospital or healthcare provider. Examples include Medicare.gov Care Compare and Leapfrog Ratings as well as talking with your doctor.