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Randomized Controlled Trial
. 2010 Dec;45(6 Pt 1):1602-13.
doi: 10.1111/j.1475-6773.2010.01153.x.

Consumers' use of HCAHPS ratings and word-of-mouth in hospital choice

John W Huppertz  1 , Jay P Carlson
Affiliations
Randomized Controlled Trial

Consumers' use of HCAHPS ratings and word-of-mouth in hospital choice

John W Huppertz et al. Health Serv Res. 2010 Dec.

Abstract

Objective: To investigate the impact of the HCAHPS report of patient experiences and word-of-mouth narratives on consumers' hospital choice.

Data sources: Online consumer research panel of U.S. adults ages 18 and older.

Study design/data collection/extraction methods: In an experiment, 309 consumers were randomly assigned to see positive or negative information about a hospital in two modalities: HCAHPS graphs and a relative's narrative e-mail. Then they indicated their intentions to choose the hospital for elective surgery.

Principal findings: A simple, one-paragraph e-mail and 10 HCAHPS graphs had similar impacts on consumers' hospital choice. When information was inconsistent between the HCAHPS data and e-mail narrative, one modality attenuated the other's effect on hospital choice.

Conclusions: The findings illustrate the power of anecdotal narratives, suggesting that policy makers should consider how HCAHPS data can be affected by word-of-mouth communication.

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Figures

Figure 1
Figure 1
Scenario Presented to Respondents
Figure 2
Figure 2
Effects of HCAHPS and E-Mail Information on Hospital Choice
Figure 3
Figure 3
Impact of Knowledge of Health Care Quality, HCAHPS Ratings, and E-Mail Message Favorability on Intention to Choose University Hospital
See this image and copyright information in PMC

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